Production Support Engineer I

Key Responsibilities

• Provide world-class incident management at the Tier 1 and 2 levels.
• Serves as the escalation point for the Tier 1 Support (e.g. IT Service Desk) and other Production Support personnel.
• Outstanding written and verbal communication and documentation skills, with service-oriented mindset with a focus on frictionless engagement.
• PC Deployment / Imaging
• Comply with established change management procedures and work collaboratively within the IT team to ensure a robust, stable computing environment.
• Work with vendors for network, telecommunications, and AV support.
• Utilize MDM (Mobile Device Management) systems to better manage devices used in distribution/manufacturing.
• Follow established procedures for critical incidents in mission-critical business operations.
• Based on aligned business priorities, focus on continuous improvement, and provide world class customer service and support.
• Afford support and resources of the fastest-growing brand in the construction industry to make it happen.

Skills And Experience

• ITIL Certification Preferred
• 3 - 5 years of work experience in providing production support to manufacturing, distribution, or other time sensitive/business critical operations
• Bachelor’s Degree or Equivalent Work Experience
• Advanced understanding/ability to support the Microsoft application stack, such as Windows 10, 11 / Office 365.
• Advanced understanding of Apple/Android mobile devices.
• Perform intermediate Active Directory functions including account creation, group modifications, password resets, etc.
• Intermediate troubleshooting knowledge of handheld devices running Android or other Mobile Operating Systems in a manufacturing/distribution environment.
• Basic configuration changes within MDM (Mobile Device Management).
• Intermediate understanding of industry-specific Information Systems such as WMS, OEE, SPC, etc.
• Intermediate knowledge of Windows Server Operating Systems to support business critical applications.
• Comfortable working in a fast-paced, results-oriented, and sometimes highly stressful environment.
• Comfortable working on a manufacturing or distribution shop floor utilizing aerial lifts to service IT equipment when required.
• Ability to lift bulky equipment up to 50lbs.
• Strong team player with the ability to work on projects and Production Support models with a diverse group of individuals across multiple departments.
• Works with Operational management to assess impact and urgency of critical and/or impactful issues.
• Works to align best practices across Production Support teams.
• Demonstrated ability to multi-task and manage competing priorities.
• Intermediate Knowledge of ITSM frameworks and processes.
• Provide technical input for escalated issues.
• Prioritize work based on key performance indicators (KPI) such as service level agreements (SLA).
• Helps define Production Support processes.
• Helps with onboarding and training new employees.

Benefits And Perks

• Robust health, dental and vision insurance plans.
• Generous 401 (K) savings plan.
• Education assistance.
• On-site wellness, fitness center, food, and coffee service.