Field Services Engineer

About the role

We are seeking an experienced IT Field Service Technician to provide onsite IT infrastructure and end-user support for manufacturing and warehouse operations.

Responsibilities

• Provide advanced Level 3 field and deskside support for manufacturing plant users, ensuring timely resolution of hardware, software, and infrastructure-related incidents while meeting established SLAs.
• Troubleshoot and resolve complex issues involving PCs, laptops, Windows 10/11 devices, Microsoft 365 applications, Apple macOS, Linux Ubuntu systems, and mobile platforms (iOS, Android, Windows CE).
• Support manufacturing and warehouse technologies, including PLC-connected equipment, serial-based devices, handheld scanners, barcode scanners, and production-floor endpoints.
• Install, configure, maintain, and upgrade IT hardware and software solutions in accordance with organizational standards, security requirements, and project objectives.
• Deliver support for label, laser, multifunction printers, telephony systems, and Audio-Visual technologies, ensuring reliable operation across the facility.
• Perform root cause analysis, incident management, problem management, and change management activities to eliminate recurring issues and improve operational stability.
• Collaborate with infrastructure and application teams as needed to deliver support for network, server, and business infrastructure environments.
• Participate in IT transformation and continuous improvement initiatives, including Windows 11 migration projects, technology upgrades, standardization efforts, and operational excellence programs.
• Work closely with cross-functional teams to define support requirements, implement solutions, and ensure compliance with ITIL processes, networking standards, and security policies within manufacturing environments.
• Serve as a trusted onsite IT resource by delivering exceptional customer service, communicating technical concepts effectively to non-technical users, supporting after-hours critical incidents when required, and contributing to the success of global IT operations.

Requirements

• 3–6 years of experience providing IT support within manufacturing, warehouse, or industrial environments.
• Strong experience supporting: Windows 10 and Windows 11 operating systems, Microsoft 365 and Office applications, Apple macOS (OSX), Linux Ubuntu environments, Microsoft Teams, SharePoint, and Visio.
• Hands-on experience with desktop, laptop, and hardware troubleshooting.
• Experience supporting: serial-based technologies such as PLCs, industrial scanners, and production peripherals, handheld barcode scanners, and mobile devices.
• Experience supporting: Label printers, laser printers, multifunction print devices, basic Audio-Visual technologies.
• Strong understanding of IT Service Management (ITSM) and Incident Management processes.
• Proven troubleshooting and problem-solving abilities in complex technical environments.
• Able to work independently with minimal supervision while managing multiple priorities.
• Excellent verbal and written communication skills.

Preferred Qualifications

• Bachelor's Degree in Computer Science, Information Technology, or a related discipline.
• Network+ certification or equivalent industry certification.
• Knowledge of networking fundamentals, infrastructure technologies, and IT architecture.
• Experience with telephony systems and collaboration technologies.
• Understanding of cybersecurity best practices, risk reduction, and operational controls.
• Experience supporting enterprise-wide technology projects and migrations.