IT Support Engineer

IT Production 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.