Field Support Engineer - Global Security Technology - Randstad USA

WHO ARE WE LOOKING FOR

As a Field Support Engineer, you will be focused on driving the exceptional delivery of a leading global footwear & retail company's Global Safety & Security Technology Platforms. This includes primary delivery of operating system engineering, software packaging & deployment, risk & vulnerability patching for systems running the Windows Client Operating System. Maintaining product, services, software, process, and hardware lifecycles for both PC and servers across this core business function will be vital to your success. You will be technically competent in Windows technologies and can clearly communicate strategy, vision, and articulate roadmaps across the business function.

WHAT WILL YOU WORK ON

Daily responsibilities for the Field Support Engineer will involve delivering first-line support for end users to include troubleshooting issues with or/on computer hardware, software, or peripherals in an effective, efficient, and timely manner and partnering with your peers to ensure exceptional delivery across the portfolio. You will be ahead of the game in all aspects, proactively analyzing data, working within the greater Global Technology organization and across key business units to predict what comes next. You will be counted on to ask the right questions of other technical experts and strategic partners to bring solutions that make our services a strategic advantage. An understanding of the importance of documentation and its place in the delivery of technology is key. You will often serve as the single point of contact between service integrators and this company's business users on a day-to-day basis. Serve as the focal point for reporting incidents and processing service requests. Manage incoming service requests using an Enterprise Service Management tool. Maintaining status and ensuring our stakeholders remain updated is a must. A customer service/customer satisfaction mindset is paramount.

WHO WILL YOU WORK WITH

In this Field Support Engineer role, you will have upwards of (8) teammates all reporting to the Director, Global Physical Security Technology & Engineering. Each engineer on this team has cross-functional capabilities and responsibilities and accountable to the holistic solutioning and delivery of our portfolio platforms. The primary focus will be on Physical Safety & Security products and services across all GEOs: North America, Europe, and Greater China. You will have countless relationships within this company, representing our Safety & Security efforts globally in the planning, delivery, execution, and daily support of all technology functions. A forward-looking mindset around automation and orchestration is strongly preferred.

WHAT YOU BRING

- Bachelor's degree or combination of relevant education, experience, and training

- At least 5 years of experience in Information Technology with Windows platforms

- At least 3 years' experience with Server Administration (MCSE, MCP, etc.)

- At least 3 years' experience with Linux experience (RHEL, CentOS, or Ubuntu)

- Experience with Windows 10 along with application compatibility and servicing using desktop analytics and PowerShell

- At least 3 years of experience with Desktop Support

- An understanding of configuration management solutions on the Windows Operating System

- Hands-on experience with hardware troubleshooting, advanced troubleshooting, and operational support experience

- Experience with building, deploying, and monitoring production systems with industry leading observability tools

- Experience with monitoring, troubleshooting, and documenting production platforms and services

- Extensive experience understanding active directory including group policy management and implementation, admin templates, logon scripts, etc.

- Experience with patch management for Windows, M365 and third-party applications

- Experience in troubleshooting and understanding client-side GPOs

- An understanding of Windows imaging on multiple hardware makes/models

- Passion for troubleshooting, investigation and performing root-cause analysis

- Ability to simplify complex concepts and communicate them to non-tech stakeholders

- Excellent verbal and written communication and collaboration skills to effectively communicate with both business and cross-functional technology teams

DESIRED SKILLS (but not required):

- PowerShell scripting experience is preferred

- Microsoft Certifications a plus

- Experience in Agile delivery and Program Increment (PI) Planning