IT Support Engineer

We are seeking a highly skilled IT Production Support Engineer to ensure the seamless operation of both internal SFC/MES-developed systems and third-party IT applications used in production functions. The role is critical for maintaining system performance, providing first-level support, and addressing application-related incidents quickly and effectively. This position involves overseeing production systems, assisting end users, and contributing to process improvement efforts to optimize the overall production environment.Key Responsibilities:

• IT Application Support: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.
• End-User Assistance: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.
• 24/7 IT Support Line Management: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.
• Data Reporting Support:Assist various departments (Manufacturing, Quality Assurance, Engineering, Production Planning, Warehouse, etc.) with accurate and timely reporting, ensuring data integrity and compliance with operational requirements.
• Problem Documentation & Resolution: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.
• System Administration:Administer production systems, including user creation, system deployments, software installations, and troubleshooting. Ensure seamless system performance through regular maintenance and quick resolution of system issues.
• Issue Detection & Process Improvement: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.
• Task Monitoring:Monitor IT-related tasks including production jobs, system interfaces, and alert systems. Proactively detect issues and take necessary actions to ensure smooth operations.
• Collaboration with Development Team: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:

• Education:
  • Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent practical experience).
• 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.
• Technical Skills:
  • 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.
• Soft Skills:
  • 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.

Preferred Qualifications:

• 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.
• ITIL or other relevant certifications would be an advantage.

Working Conditions:

• This position may involve working in shifts to manage the 24/7 IT support line.
• The role is primarily based in an office environment but may require onsite support in production areas.
• Flexibility to support urgent issues during off-hours or weekends as required.

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