Facility IT Support

Job Title: Factory IT Support Engineer
Location: Bangalore
Department: Information Technology (IT)
Experience Level: 1 - 3 Years
Employment Type: Full-time

Job Description

We are seeking a proactive and skilled Factory IT Support Engineer to join our IT operations team in Bangalore. In this role, you will be responsible for providing hands-on L1 technical support across our factory site, ensuring seamless performance for end-user computing, network infrastructure, and peripheral devices. You will play a pivotal role in maintaining daily operational routines, enforcing IT policies, and supporting continuous technical improvement across the plant.

Key Responsibilities

• Technical Support & Incident Management:

• Provide daily L1 support for laptops, desktops, printers, tablets, and biometric systems across factory operations.

• Promptly log, update, and resolve tickets on the IT Helpdesk portal within defined SLAs.

• Track and manage factory PC/laptop IT assets using Asset Management (AM) tools.

• Network & Systems Administration:

• Monitor local network activity and assist in virus/threat mitigation.

• Follow established SOPs for daily and weekly system maintenance routines.

• Assist in basic configuration and troubleshooting of LAN/WAN, routers, and firewalls.

• User Training & Process Optimization:

• Train factory staff and non-staff on using the IT helpdesk portal and standard software tools.

• Educate users on best practices and quick troubleshooting tips for common technical issues.

• Analyze recurring issues to identify root causes and collaborate with the IT Lead to implement permanent fixes.

• Share ground-level feedback and suggestions to improve IT processes and infrastructure.

Required Qualifications & Skills

• Education: Diploma or Degree in Computer Science, Information Technology, or a related field.

• Technical Skills:

• Strong knowledge of PC and desktop hardware components.

• Hands-on proficiency in Windows and Linux operating systems.

• Solid understanding of basic network troubleshooting and LAN/WAN configurations.

• Practical experience with IT hardware support and networking best practices.

• Behavioral Competencies:

• Excellent problem-solving and analytical skills.

• Strong planning, prioritization, and time management skills to work effectively with minimal supervision.

• Professional demeanor and strong communication skills to interact with internal business stakeholders.

• Ability to collaborate smoothly in team environments with technical and non-technical staff.

Performance Evaluation (KRAs)

• SLA Adherence: First response within 120 minutes; ticket resolution within 1 business day.
• Quality Assurance: Minimize ticket reopen rates.
• Process Improvement: Conceptualize and execute at least 1 process or cost-saving initiative per quarter.
• User Satisfaction: Maintain high CSAT scores from factory end-users.

Career Growth Opportunities

This role offers a clear path toward managing complete IT infrastructure operations across multiple factory locations as your domain expertise grows.