Description Job Overview Summary:Experienced IT Support Specialist (Tier 2/3) with a strong background supporting fast-paced manufacturing environments. Skilled in diagnosing complex technical issues, managing enterprise systems, and ensuring reliable network and application performance across production and corporate settings. Proficient in Windows Server/AD, M365 administration, ERP and MES support, and manufacturing hardware/software troubleshooting including production floor systems, barcode scanners, printers, PLC-connected devices, and industrial workstations.
Job Responsibilities:- Provide advanced technical support for escalated end-user issues, including hardware, software, and peripheral troubleshooting.
- Set up and configure desktops, laptops, mobile devices, monitors, printers, and other office technology.
- Manage onboarding, offboarding, and equipment lifecycle tracking and reporting.
- Diagnose and resolve intermediate network, server (e.g., Active Directory, DHCP, DNS), and Wi-Fi problems; coordinate with internal senior technical resources and external Managed Service Providers (MSPs) for complex issues.
- Actively troubleshoot, resolve, and participate in projects related to intermediate Wi-Fi, server, and network issues, working in close collaboration with the senior internal team or external Managed Service Providers (MSPs).
- Perform onsite installations and upgrades of operating systems, applications, and security patches.
- Manage user accounts in Active Directory, Microsoft 365, and other systems; handle access requests, MFA support, and onboarding/offboarding tasks.
- Respond to and resolve support tickets in the ITSM platform; ensure accurate documentation and timely follow-up.
- Maintain and track IT assets; update inventory records and manage warranty returns or repairs.
- Support audiovisual systems and video conferencing tools in meeting spaces.
- Conduct preventive maintenance on local IT infrastructure to avoid service disruptions.
- Act as a liaison between end users and senior internal IT teams/MSPs, ensuring clear communication and prompt issue resolution for escalated and intermediate technical issues.
- Participate in and contribute to IT projects including deployments, office moves, system migrations, and infrastructure upgrades (network, server, Wi-Fi).
- Remote Support: Provide advanced technical support via phone, email, chat, or remote session.
- Manage, maintain, and troubleshoot the organization's Voice over IP (VoIP) phone system, including user provisioning, call flow configurations, and endpoint support.
- Contribute to team growth by assisting in training and mentoring staff to improve performance, increase customer satisfaction, and drive efficiencies.
- Proactively identify, document, and implement improvements to IT processes, documentation (e.g., knowledge base), and infrastructure to enhance efficiency, reliability, and security
Requirements Skills, Knowledge & Expertise:- 3+ years in networking (TCP/IP, DHCP, DNS, SMTP, HTTP) and server management.
- Intermediate proficiency with virtual server management in VMware and Hyper-V environments.
- Strong knowledge of Windows based clients, Windows Server, Active Directory, DHCP, DNS, Office 365 and VOIP phone systems.
- Familiarity with cybersecurity and compliance, especially within manufacturing environments.
- Excellent communication and organizational skills.
- Proven ability to effectively coordinate, communicate, and hand-off issues with senior technical teams and external vendors/MSPs.
- Interest in Cloud Engineering and scalable infrastructure.
- Comfortable working independently or collaboratively within engineering teams.
- Experience deploying and supporting industrial label printers (Zebra, Sato).
- Basic experience in integrating and supporting interfaces with Programmable Logic Controllers (PLCs).
- Skilled in troubleshooting and optimizing connectivity for warehouse handheld devices.
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