Technical Support Specialist

JOB DESCRIPTION The Field Support Engineer is responsible for providing technical support and assistance to the end-user's community in both IT (Information Technology) and limited OT (Operational Technology) environment. This role requires a strong understanding of IT, and a basic knowledge of OT systems, hardware, and software used in a manufacturing environment. The Technical Services Engineer ensures the smooth operation of IT and OT infrastructure, resolves technical issues, provides user training, and collaborates with internal and external stakeholders to support the integration and optimization of IT/OT systems for multiple Sites Responsibilities : Provide Level II technical support to end-users for both IT and OT systems, including diagnosing and resolving hardware, software, and network-related issues. Conduct user training sessions on IT and OT systems, applications, and tools used in the manufacturing environment. Administer and maintain IT and OT systems, including user account management, access control, security configurations, and software updates. Collaborate with internal stakeholders and vendors to identify IT and OT hardware and software requirements specific to the manufacturing environment. Participate in evaluating and recommending appropriate IT/OT solutions. Maintain accurate documentation of IT and OT assets, configurations, procedures, and troubleshooting guides. Log and track user-reported incidents and service requests using a ticketing system, ensuring timely resolution within agreed SLAs. Assist in the setup, configuration, and maintenance of IT and OT infrastructure, including networks, servers, OT Edge connectivity (Programmable Logic Controllers), SCADA (Supervisory Control and Data Acquisition) systems, and other OT devices. Collaborate with the IT and OT security teams to implement and maintain security measures within the manufacturing environment. Other IT teams to resolve issues. Stay informed about industry trends, emerging technologies, and best practices related to IT/OT support in a manufacturing context. Propose and support improvement implementation to enhance IT/OT processes, increase efficiency, and optimize system performance. Manage relationships with external IT/OT vendors, suppliers, and contractors for support and maintenance services. Adhere to company policies, procedures, and compliance requirements related to both IT and OT environments. This position is $25-$30/hr dependent upon relevent work experience. REQUIRED SKILLS AND EXPERIENCE Degree in Information Technology, Computer Science, Engineering, or 2+ years of experience in providing IT support. Strong knowledge of IT and OT systems, hardware, software, and networking concepts. Proficiency in troubleshooting and resolving technical issues in IT and OT environments. Experience with system administration tasks, such as user management, software updates, and edge device administration. Strong understanding of network infrastructure, maintenance, and cybersecurity principles. Familiarity with IT/OT integration and data exchange protocols (e.g., OPC, MQTT, RESTful APIs), industrial automation, and control systems is preferred. Knowledge of computer hardware, including legacy PC hardware and operating systems, is a plus. Proficiency in Microsoft 365 tools (e.g., Outlook, OneDrive, Excel, PowerPoint, SharePoint). Must have a valid driver's license and be willing to travel up to 25%.

Created: 2024-10-30