Manufacturing IT Support Technician

Manufacturing IT Support Technician

Overview

The Manufacturing IT Support Technician delivers both frontline and advanced technical support for a manufacturing facility and its associated office environments. This role ensures the dependable operation of end-user devices, manufacturing system connectivity, and foundational network infrastructure. The position combines traditional IT support functions with elevated network and system troubleshooting to support plant operations in collaboration with the central IT network operations team.

Key Responsibilities and Duties

• Provide first contact on-site and remote support for manufacturing floor systems, workstations, printers, scanners, and peripherals.
• Provide first contact on-site and remote support for manufacturing office systems, workstations, printers, scanners, and peripherals.
• Support connectivity for plant-floor systems, including basic troubleshooting of switches, wireless access points, and network drops.
• Assist with installation, configuration, and troubleshooting of workstations and supported manufacturing applications.
• Perform hands-on hardware repairs, device replacements, and peripheral deployments.
• Use diagnostic tools and command-line utilities to troubleshoot system and network issues.
• Assist central IT network operations team with support and expansion (future) of:
• CCTV systems including cameras and video stations in the guardhouse and elsewhere
• IP telephony system and paging system
• Plant alarm system
• Assist with basic server, Active Directory, and user account administration tasks as delegated.
• Document incidents, procedures, and solutions within the IT service management system.
• Escalate incidents with accurate documentation to suitable IT professional when required.
• Prioritize incidents and service requests according to defined processes.
• Record, track, and document the support incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Provide suggestions for continual improvement.

Education and Experience

• College diploma or university degree in the field of computer science or related field preferred.
• At least 4 years relevant work experience.
• Certification in CompTIA A+, CompTIA Network+, CompTIA Security+ beneficial.

Skills, Knowledge, and Abilities

• Knowledge of computer hardware, including Lenovo (or similar) laptops and desktops, serial connected devices, printers and other peripherals including driver, BIOS and firmware updates.
• Knowledge of Android and Apple devices such as cell phones and tablets.
• Experience with desktop operating systems including Windows 10/11.
• Extensive application support experience with the Apps for Microsoft 365 including Excel, Word, PowerPoint, Teams and SharePoint Online.
• Working knowledge of a range of diagnostic utilities including command line/PowerShell commands such as sfc, chkdsk, or ScanPST and similar.
• Familiarity with the fundamental principles of ITIL
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
• Experience working in a team-oriented, collaborative environment.
• Exceptional customer service orientation.
• Ability to absorb and retain information quickly.
• Proven analytical and problem-solving abilities.
• Keen attention to detail.
• Highly self-motivated.
• Time management skills with ability to re-prioritize based on circumstances and knowledge of business priorities.
• Excellent written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening and questioning skills.
• Ability to present ideas in user-friendly, business-friendly and technical language based on audience.
• Strong documentation skills.

Work Environment

• 40-hour on-site work week with on-call availability.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.