Onsite Technician / Field Technician

1. Provide on-site technical support for manufacturing and office IT systems, including desktops, laptops, printers, scanners, RF guns, MLL PCs, and other site-standard devices
2. Execute incident and request fulfilment activities, including diagnosis, troubleshooting, resolution, and escalation in line with defined SLAs and procedures
3. Support Reliability / Total Lifecycle Management (TLM) activities by performing preventative maintenance, equipment replacements, and lifecycle refresh tasks as scheduled
4. IT Equipment integration with AD, Network, NAS.


Role Summary
The Onsite Technician is a key Technology Services (TS) resource responsible for providing hands-on, on-site technical support to ensure reliable, secure, and efficient technology operations that enable manufacturing, lab or distribution center activities. This role focuses on day-to-day operational support, incident resolution, preventative maintenance, and execution of standard field services across applications, infrastructure, and end-user technology. The technician works closely with the Site Delivery Leader, Engineering, and the Site Support Team to meet SLAs, maintain audit readiness, and support continuous service improvement.

Key Responsibilities
• Provide on-site technical support for manufacturing and office IT systems, including desktops, laptops, printers, scanners, RF guns, MLL PCs, and other site-standard devices
• Execute incident and request fulfilment activities, including diagnosis, troubleshooting, resolution, and escalation in line with defined SLAs and procedures
• Support Reliability / Total Lifecycle Management (TLM) activities by performing preventative maintenance, equipment replacements, and lifecycle refresh tasks as scheduled
• IT Equipment integration with AD, Network, NAS.
• Assist with incident management and root cause analysis (RCA) by collecting data, performing first-level troubleshooting, and implementing corrective actions
• Deliver application support by resolving common issues, coordinating with application owners for complex problems, and validating fixes at the site level
• Participate in local project execution, including installations, upgrades, migrations, testing, and post-implementation support
• Perform field services activities, including IMAC (Install, Move, Add, Change), hardware break/fix, spares handling, and vendor coordination
• Knowledge of IT infrastructure including wired and wireless network connectivity, printers, scanners, RF devices, servers, and storage
• Maintain accurate ticket updates, asset records, and knowledge documentation in approved TS systems
• Follow all security, compliance, validation, and change management processes
Networking Knowledge & Responsibilities
• Provide first-level network support for site connectivity issues
• Understand and troubleshoot network fundamentals including TCP/IP, DNS, DHCP, Ethernet, wireless networking, and basic routing and switching
• Assist with switch port activations, cable tracing, and device connectivity validation
• Coordinate with centralized network teams for escalations
• Network + Certified preferred or equivalent hands-on networking experience
Success Metrics / KPIs
• Incidents and requests resolved within SLA
• Mean Time to Repair (MTTR)
• First-time fix rate and reduction in repeat incidents
• Accuracy and completeness of ticket documentation
• Preventative maintenance tasks completed on schedule
• Audit readiness and compliance adherence
• End-user satisfaction metrics
Required Qualifications
• Associate or bachelor’s degree in information technology, Computer Science, Engineering, or equivalent experience
• 2–5 years of experience in onsite or field technical support, preferably in a manufacturing environment
• Hands-on experience with Windows-based systems; basic Linux exposure preferred
• Must have GxP environment experience
• Knowledge of NetBackup & Rubrik
• Working knowledge of ITSM tools and endpoint management
• Experience supporting RF devices, scanners, printers, and shop floor PCs