Field Support Engineer
About the Role
As a Field Support Engineer, you will drive the exceptional delivery of Nike, Inc.’s Global Resilience Technology Platforms. This includes primary delivery of operating system engineering, software packaging and deployment, risk and vulnerability patching for systems running the Windows Client Operating System. You will maintain product, services, software, process, and hardware lifecycles for both PC and servers across this core business function. You will be technically competent in Windows technologies and clearly communicate strategy, vision, and roadmaps across the business.
About 70-80% of support will be delivered remotely, with 20-30% in-person at various local locations in and around the Memphis, TN area.
Responsibilities
- Deliver first-line support for end users, troubleshooting computer hardware, software, or peripherals in an effective, efficient, and timely manner.
- Partner with peers to ensure exceptional delivery across the portfolio.
- Proactively analyze data and collaborate with the Nike Global Technology organization and key business units to predict future needs.
- Ask the right questions of technical experts and strategic partners to bring solutions to Nike that make our services a strategic advantage.
- Serve as the single point of contact between service integrators and Nike business users on a day-to-day basis.
- Report incidents and process service requests using an Enterprise Service Management tool.
- Maintain status updates for stakeholders.
- Document technology delivery processes and solutions.
- Support Physical Security hardware, including cameras, turnstiles, access control panels, readers, and intrusion detection systems.
- Manage patching for Windows, M365, and third-party applications.
- Troubleshoot and understand client-side Group Policy Objects (GPOs).
- Perform Windows imaging on multiple hardware platforms.
- Conduct root-cause analysis and simplify complex concepts for non-technical stakeholders.
Requirements
- Bachelor’s degree or a combination of relevant education, experience, and training.
- At least 5 years of experience in Information Technology with Windows platforms.
- At least 3 years of experience with Server Administration (MCSE, MCP, etc.).
- At least 3 years of experience with Linux (RHEL, CentOS, or Ubuntu).
- Experience with Windows 11, application compatibility, and servicing using desktop analytics and PowerShell.
- At least 3 years of experience with Desktop Support (Windows and macOS).
- Hands-on experience with hardware troubleshooting, advanced troubleshooting, and operational support.
- Experience building, deploying, and monitoring production systems with industry-leading observability tools.
- Extensive experience with Active Directory, including group policy management, admin templates, and logon scripts.
- Understanding of Access Control and Video Management Systems.
- Passion for troubleshooting, investigation, and root-cause analysis.
- Excellent verbal and written communication and collaboration skills.
Desired Skills
- PowerShell scripting experience.
- Microsoft Certifications (a plus).
- Experience in Agile delivery and Program Increment (PI) Planning (a plus).
Team & Work Environment
You will work with a team of up to 15 engineers, all reporting to the Director of Resilience Technology & Engineering. The team has cross-functional capabilities and responsibilities for holistic solutioning and delivery of portfolio platforms. The primary focus will be on Nike Resilience products and services across Nike Distribution in the mid-south and other Nike, Inc. facilities in the U.S., east of the Mississippi River.
A forward-looking mindset around automation and orchestration is strongly preferred.
Benefits
Nike offers a generous total rewards package, a casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development.