People, Person, Apparel, Clothing

Deskside Engineer - Advanced Deskside Services AirMI

Deskside Engineer - Advanced Deskside Services AirMI

Beaverton | Oregon | United States

Become a Part of the NIKE, Inc. Team

NIKE, Inc. does more than outfit the world's best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At Nike, it's about each person bringing skills and passion to a challenging and constantly evolving game.

Technology

Nike, Inc. Technology is responsible for making the world's largest sport brand run faster, smarter and more securely. From infrastructure to security and supply chain operations, Technology specialists drive growth through top-flight hardware, software and enterprise applications. Global Technology aggressively innovates solutions to drive growth while creating and implementing tools that help make everything else in the company possible.
Description

As a Deskside Engineer you'll work as part of our Technology Operations organization to provide elite service and support, augmenting support for specialized teams and sites whose needs often exceed the scope, skills and knowledge of standard support.  Your role on the team will include:
  • Responsibility for the support and set up of technology services and solutions that enable Nike end users to effectively perform their job functions.
  • Configure, troubleshoot and coordinate repairs of specialized hardware in supported areas.
  • Provide backup SharePoint administrative duties.
  • Ensure connectivity of specialized and industrial equipment
  • Greet technology users deskside or at a Technology Performance Bar, quickly assess their question or issue, communicate effectively throughout engagement, perform investigation and troubleshooting, resolve or escalate tickets appropriately.
  • Provide Level II support on all software and hardware questions/issues on all end user computing equipment, including but not limited to: Mac and Windows platforms, Laptops, Desktops, Monitors, Mobile Phones, Tablets, Printers, and AV.
  • Provide a transparent end to end services and support experience to our Nike users by ensuring every user receives a positive experience and their issues are resolved in a timely manner.
  • Perform job functions of similar roles within Deskside Services, like Desktop Support Technician and iMAC Technician, to support the business as needed.
  • Work well independently or in a team setting, while building positive business relationships, and working collaboratively across IT and the Business.
  • Multi-task effectively to meet customer needs and achieve established service levels and KPI's for response time, resolution, customer service, etc...
  • Support all levels of technology users, including hourly workers and C level executives.
  • Provide direction and guidance to Technicians, including Service Desk, Deskside, and Performance Bar, in supporting technology users and handling volume at supported sites.
  • Train new Technicians on established policies and processes to ensure technicians can complete their job functions successfully.
  • Participate in special projects coordinated by Tech Ops and Business leaders to support the business, as required.
  • Document and review Knowledge Base articles and support processes as technology evolves and matures.


To obtain this position, the following skills/experience are required:
  • Experience in documenting, tracking and monitoring the problem(s) to ensure a timely resolution in ServiceNow or similar ticketing systems.
  • Deep subject manner expertise in hardware, peripherals and enterprise software support, reimage and data migration, break-fix, international travel support, device back-up and restore, mobility, email, IMACs (installs, moves, adds, changes) and ad-hoc technology support for users.
  • Broad understanding and experience in network, telephony, AV, security, and other areas of technology to ensure thorough troubleshooting and partnership with various engineers, architects, and vendors, whenever appropriate.
  • Experience using ARS, Active Directory, SCCM, Casper, and similar tools to support first contact resolution
  • Ability to manage and organize your own workload and utilize your resources to ensure end user issues and requests are resolved.
  • Proven ability to learn quickly and utilize latest technologies to develop and implement superior solutions in high-pressure environments. 
  • Experience following policies and guidelines on security and confidentiality
  • Focused team player with strong ability to provide independent leadership for successful project outcomes and achievement of desired objectives 
  • Excellent communication, interpersonal, and analytical skills
  • Ability to communicate the concept behind the problem/resolutions to Nike end users and VP's
  • Ability to apply best practices and knowledge of internal/external business challenges to improve processes and services 



Qualifications
  • Bachelor's degree in Computer Science or related field; or 2 years additional experience in lieu of a degree
  • 5+ years' experience in a Deskside Support role with at least 3 years face to face support.
  • 5+ years supporting MAC and Windows platforms
  • Expertise with MS Office, including Outlook
  • Experience providing support within a Fortune 500 global company
  • Comptia A+ Certification or equivalent
  • Apple Service Fundamentals Certification (or equivalent experience)

Preferred Qualifications:
  • HDI Desktop Support Technician Certification (or equivalent)
  • ITIL Foundations Certification
  • Hardware Repair Certifications
  • Experience with Service Now ITSM Tool Suite
  • Experience providing support in a manufacturing/industrial environment


NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.

NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Job ID 00441453

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