IT Support Specialist
2 weeks ago
The IT Support Administrator 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.
Key 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 troubleshoot 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.
- 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%).
- Experience with support of OT systems, hardware, software, and networking concepts.
- Familiarity of configuration, and maintenance of OT infrastructure, including networks, servers, OT Edge connectivity (Programmable Logic Controllers), SCADA (Supervisory Control and Data Acquisition) systems, and other OT devices.
- Familiarity with IT/OT integration and data exchange protocols (e.g., OPC, MQTT, RESTful APIs), industrial automation, and control systems.
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