IT Support Engineer

Key Responsibilities

• Ensure continuous functionality of both internal and third-party applications that support production operations.
• Proactively address and resolve application-related incidents, minimizing downtime and ensuring users receive effective and timely support.
• Provide support to end users via email, phone, in-person interactions, or the ticketing system.
• Troubleshoot and resolve technical issues efficiently, ensuring minimal disruption to production operations.
• Manage the 24/7 IT support and helpdesk line, ensuring continuous availability of support services and quick resolution of technical issues across shifts and during off-hours.
• Aid various departments with accurate and timely reporting, ensuring data integrity and compliance with operational requirements.
• Document technical issues, analyze symptoms, and identify the root causes of production-related problems. Develop and implement effective solutions while ensuring proper documentation for future reference and to prevent recurrence.
• Administer production systems, including user creation, system deployments, software installations, and troubleshooting.
• Identify recurring system issues and areas for improvement in system stability. Collaborate with teams to propose and implement solutions to enhance performance, reliability, and overall system optimization.
• Monitor IT-related tasks including production jobs, system interfaces, and alert systems. Proactively detect issues and take necessary actions to ensure smooth operations.
• Work closely with the development team and other IT support functions to resolve complex issues. Participate in system improvements and enhancements to ensure optimal system performance.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent practical experience).
• Proven experience (3+ years) in IT support, specifically in production environments or manufacturing systems (preferably with SFC/MES applications).
• Experience managing 24/7 IT support functions and troubleshooting production issues in real-time.
• Advanced proficiency in Microsoft Office and Microsoft SQL Server.
• Intermediate proficiency in SAP System Management, Windows Server, and Quality Tools.
• Basic proficiency in DevOps, UML Modeling, and Power BI.
• Strong understanding of system administration tasks, including user management, software deployment, and troubleshooting.
• Excellent communication skills, both written and verbal, with the ability to explain technical issues to non-technical users.
• Strong problem-solving skills, with the ability to analyze complex technical issues and identify root causes.
• Proactive approach to issue detection and resolution.
• Strong team collaboration skills to work with cross-functional teams and support functions.
• Ability to manage multiple tasks efficiently and effectively, even in high-pressure environments.
• Experience with DevOps practices and automation in IT environments.
• Familiarity with Manufacturing Execution Systems (MES) and Shop Floor Control (SFC) systems.
• Experience in Power BI or other data reporting tools for effective reporting and visualization.