About This Role
This IT Support Engineer role provides dedicated on-site support within a GMP (Good Manufacturing Practice) manufacturing environment. The position is responsible for supporting manufacturing and business users by ensuring the availability and performance of workplace technology, production-supporting systems, network connectivity, and critical peripheral devices. A consistent on-site presence is required to provide hands-on assistance and ensure minimal disruption to production operations, as many of the supported technologies are located within controlled manufacturing areas.
Responsibilities
- Provide deskside and walk-up support for Windows desktops, laptops, mobile devices, and Microsoft 365 applications
- Diagnose and resolve hardware, software, operating system, and user-related issues
- Manage incidents and service requests through ServiceNow, Jira Service Management, or similar ITSM platforms
- Perform Active Directory administration, including user onboarding, offboarding, password resets, access provisioning, and group management
- Deliver IT support within GMP-controlled manufacturing environments while adhering to site procedures and compliance requirements
- Troubleshoot wired and wireless network connectivity issues, including cabling, patching, endpoint connectivity, and WLAN access
- Install, configure, maintain, and troubleshoot office and manufacturing printers
- Support and maintain Zebra and Datamax label printers, including label printing, configuration, connectivity issues, print-quality troubleshooting, and integration with manufacturing processes
- Support barcode scanners and other production-floor peripherals used within manufacturing operations
- Coordinate with infrastructure, networking, application, and remote support teams to resolve escalated issues
- Maintain accurate IT asset records and manage device deployment, replacement, and lifecycle activities
- Document support activities and maintain compliance with operational, security, and regulatory requirements
Requirements
- Experience providing end-user computing and desktop support within enterprise environments
- Strong knowledge of Windows operating systems, desktop hardware, and Microsoft 365
- Experience administering Active Directory user accounts and permissions
- Familiarity with ServiceNow, Jira Service Management, or similar ticketing systems
- Understanding of LAN, WAN, and wireless networking concepts
- Experience supporting printers, Zebra label printers, Datamax printers, barcode scanners, and related manufacturing peripherals
- Knowledge of IT asset management and hardware lifecycle processes
- Strong troubleshooting, customer service, and communication skills
