IT Support Engineer

Role Summary

The IT Support Engineer will be responsible for providing end-to-end technical support for all plant-level IT systems including production floor equipment, hardware, network infrastructure, shop-floor applications, and user devices. They will ensure high system uptime, timely troubleshooting, preventive maintenance, and adherence to IT standards, while supporting day-to-day operations critical to manufacturing continuity.

Key Responsibilities

Technical Support

• Provide first-line and second-line support for desktops, laptops, printers, scanners, handhelds, PLC-connected systems, and production terminals.
• Diagnose and resolve hardware, software, and network issues raised by plant users.
• Install, configure, and maintain Windows OS, industrial applications, and security software.

Manufacturing Systems & Applications

• Support MES, SCADA/HMI interfaces, SAP/ERP access, and shop-floor automation devices.
• Troubleshoot connectivity between OT (Operational Technology) and IT systems.
• Coordinate installation, updates, and patching for plant-critical applications.

Network & Infrastructure

• Manage LAN/WAN connectivity, Wi-Fi access points, switches, CCTV monitoring, access control systems, and IP telephony.
• Coordinate with central IT for firewall policies and network security.

Maintenance & Compliance

• Perform periodic preventive maintenance across plant systems.
• Maintain asset inventory, AMC records, and compliance documentation.
• Support IT audits, data backup, antivirus deployment, and patch compliance.

User Support & Training

• Provide technical guidance to employees on system usage, safety, and best practices.
• Conduct basic training sessions for plant and office staff.

Vendor & Stakeholder Coordination

• Liaise with vendors for equipment servicing, component replacement, and AMC.
• Work with cross-functional teams (production, maintenance, quality) to ensure smooth operations.

Required Skills & Competencies

• Strong knowledge of Windows OS, Active Directory, user management.
• Basic understanding of networking (TCP/IP, DNS, DHCP, VLANs).
• Experience supporting manufacturing environments, OT/IT integration (preferred).
• Hands-on exposure to industrial peripherals, barcode systems, production terminals.
• Familiarity with CCTV, access control, printers, handheld devices.
• Good analytical and troubleshooting capabilities.
• Ability to prioritize and resolve issues under time pressure.

Qualifications

• Bachelors Degree in Computer Science, IT, Electronics, or related field.
• 2 to 5 years of IT support experience, preferably in a manufacturing plant.
• Certifications such as CompTIA A+, N+, CCNA, or Microsoft MCP are a plus.

Work Environment

• On-floor presence required for troubleshooting.
• Rotational on-call support during production schedules.
• Exposure to shift-based maintenance.