The IT Technician is responsible for providing technical support and assistance to the end-user community and limited support for the OT environment. This role requires a strong understanding of IT and a limited working knowledge of OT systems, hardware, and software used in a manufacturing environment. The IT Support Admin ensures the smooth operation of IT infrastructure, resolves technical issues, provides user support, training and collaborates with internal and external stakeholders to support the integration and optimization of IT systems.

Responsibilities:

• Provide Level II IT technical support to end-users, including diagnosing and resolving hardware, software, and network-related issues.
• Administer and maintain IT systems, including user account management, access control, security configurations, and software updates including limited OT systems.
• Provide guidance and explain policies and procedures to end-users.
• Collaborate with internal stakeholders and vendors to identify IT hardware and software requirements specific to the user needs and the manufacturing environment.
• Maintain accurate documentation of IT assets, configurations, procedures, and troubleshooting guides.
• Log and track user-reported incidents and service requests using a ticketing system, ensuring timely resolution within agreed SLAs.
• Assist in the setup, configuration, and maintenance of IT infrastructure, including networks, servers, and OT Edge connectivity.
• Collaborate with other IT teams to trouble shoot and resolve issues.
• Stay informed about industry trends, emerging technologies, and best practices related to support in a manufacturing context.
• Propose and support improvement implementation to enhance IT processes, increase efficiency, and optimize system performance.
• Manage relationships with external vendors, suppliers, and contractors for support and maintenance services.
• Adhere to company policies, procedures, and compliance requirements.

Requirements:

• Degree in information technology, Computer Science, Engineering, or 2 years Previous experience in providing Level II IT support.
• Strong knowledge of IT systems, hardware, software, and networking concepts.
• Proficiency in troubleshooting and resolving technical issues in IT domains.
• Excellent communication and people skills, with the ability to effectively train and educate end-users on systems and applications.
• Experience with system administration tasks, including user management and software updates, in IT and limited OT environments.
• Strong understanding of network infrastructure setup, maintenance, and cybersecurity principles.
• Extensive knowledge of computer hardware including Legacy PC hardware and OS.
• Setting up workstations including hardware, software and all peripherals.
• Proficient in Microsoft O365 skills (e.g., Outlook, OneDrive, Excel, PowerPoint, SharePoint).
• Ability to work independently and prioritize tasks in a fast-paced complex environment.
• Strong problem-solving and analytical skills.
• Meticulous documentation and organizational abilities.
• Participate on committees, projects, and P1 incidents process and procedures.
• Primary 24x7 contact for site support.
• On-Call rotation.
• Participate in IT site visits (Travel up to 25%)