The IT Support Specialists primary responsibility is to provide proximity IT Support of the manufacturing infrastructure and Operations including computer hardware software applications network printers and scanners as well as other manufacturing related technologies. The position will be responsible for providing service delivery which includes incident problem and change management to facilitate Information Technology initiatives within the location.
Key Accountabilities
Key Accountabilities
% of Time
Importance
Provide local technical support and assistance for all computer hardware (laptops printers RFID antennas telephones scanners etc.). Act as the onsite single point of contact for internal client technical issues working with internal and external IT teams including external vendors. This role also provides dedicated support for design and engineering environments with a strong emphasis on AutoCADMastercam and other CAD/CAM and engineering applications used by manufacturing and engineering teams.
25
Critical
Necessary
Install and configure workstations software and systems as designated by Information Technology division. Follow SOPs and Knowledge documentation to ensure consistent solution delivery. Provide assistance to internal and external Information Technology teams with all project and support related deliverables pertinent to the location.
25
Critical
Necessary
Perform IT Service management by utilizing ServiceNow to track update and resolve incidents and requests for local operations ensuring adherence to documented processes and policies. This includes communicating escalations to management and external IT Teams.
25
Critical
Necessary
Provide training and knowledge transfer to operation staff including the creation of documentation for site-specific processes in the form of Knowledge Articles and SOPs.
20
Critical
Necessary
Monitor health and track maintenance of local IT Systems including Server Network Telephony and other critical systems and processes. This includes tracking and maintaining IT inventory specific to the location.
5
Critical
Necessary
Technical Skills and Knowledge
Strong knowledge of end-user hardware and peripherals including:
Laptops and desktops
Printers scanners and networked devices
RFID equipment telephony and other manufacturing-related technologies
Experience installing configuring and troubleshooting:
Workstations and standard enterprise software
Network-connected devices and peripherals
Working knowledge of IT Service Management (ITSM)practices and tools (e.g. ServiceNow) including:
Incident request problem and change management
Accurate ticket documentation and status updates
Basic understanding of:
Networking fundamentals and connectivity troubleshooting
Server network and telephony system health monitoring from a site-support perspective
Experience with IT asset and inventory management including tracking and maintaining site-specific equipment
Documentation Training and Communication
Ability to follow and apply standard operating procedures (SOPs) and knowledge documentation
Experience creating and maintaining:
Knowledge Articles
Site-specific SOPs
User-facing technical documentation and guides
Ability to provide effective training and knowledge transfer to manufacturing and operational staff
Strong verbal and written communication skills with the ability to clearly explain technical concepts to non-technical users
Professional Competencies
Strong problem-solving skills with the ability to resolve most technical issues independently
Ability to escalate complex or high-impact issues appropriately and communicate clearly with IT leadership and support partners
High level of motivation and interest in learning new technologies and processes
Ability to work effectively with minimal supervision in a fast-paced operational environment
Strong organizational skills and attention to detail particularly in documentation ticketing and asset tracking
Reliable attendance and schedule adherence to support manufacturing and business operations
Level of Knowledge Skills and Authority
Applies established and advanced IT support concepts practices and procedures within a manufacturing or operational environment
Adapts tools processes and techniques to meet location-specific requirements
Performs varied and moderately complex work under limited supervision
Resolves the majority of local IT issues independently escalating only the most complex problems
Operates within defined policies while exercising sound judgment to ensure consistent service delivery
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Required Experience:
IC
Job DescriptionPosition OverviewThe IT Support Specialists primary responsibility is to provide proximity IT Support of the manufacturing infrastructure and Operations including computer hardware software applications network printers and scanners as well as other manufacturing related technologies....
Job Description
Position Overview
The IT Support Specialists primary responsibility is to provide proximity IT Support of the manufacturing infrastructure and Operations including computer hardware software applications network printers and scanners as well as other manufacturing related technologies. The position will be responsible for providing service delivery which includes incident problem and change management to facilitate Information Technology initiatives within the location.
Key Accountabilities
Key Accountabilities
% of Time
Importance
Provide local technical support and assistance for all computer hardware (laptops printers RFID antennas telephones scanners etc.). Act as the onsite single point of contact for internal client technical issues working with internal and external IT teams including external vendors. This role also provides dedicated support for design and engineering environments with a strong emphasis on AutoCADMastercam and other CAD/CAM and engineering applications used by manufacturing and engineering teams.
25
Critical
Necessary
Install and configure workstations software and systems as designated by Information Technology division. Follow SOPs and Knowledge documentation to ensure consistent solution delivery. Provide assistance to internal and external Information Technology teams with all project and support related deliverables pertinent to the location.
25
Critical
Necessary
Perform IT Service management by utilizing ServiceNow to track update and resolve incidents and requests for local operations ensuring adherence to documented processes and policies. This includes communicating escalations to management and external IT Teams.
25
Critical
Necessary
Provide training and knowledge transfer to operation staff including the creation of documentation for site-specific processes in the form of Knowledge Articles and SOPs.
20
Critical
Necessary
Monitor health and track maintenance of local IT Systems including Server Network Telephony and other critical systems and processes. This includes tracking and maintaining IT inventory specific to the location.
5
Critical
Necessary
Technical Skills and Knowledge
Strong knowledge of end-user hardware and peripherals including:
Laptops and desktops
Printers scanners and networked devices
RFID equipment telephony and other manufacturing-related technologies
Experience installing configuring and troubleshooting:
Workstations and standard enterprise software
Network-connected devices and peripherals
Working knowledge of IT Service Management (ITSM)practices and tools (e.g. ServiceNow) including:
Incident request problem and change management
Accurate ticket documentation and status updates
Basic understanding of:
Networking fundamentals and connectivity troubleshooting
Server network and telephony system health monitoring from a site-support perspective
Experience with IT asset and inventory management including tracking and maintaining site-specific equipment
Documentation Training and Communication
Ability to follow and apply standard operating procedures (SOPs) and knowledge documentation
Experience creating and maintaining:
Knowledge Articles
Site-specific SOPs
User-facing technical documentation and guides
Ability to provide effective training and knowledge transfer to manufacturing and operational staff
Strong verbal and written communication skills with the ability to clearly explain technical concepts to non-technical users
Professional Competencies
Strong problem-solving skills with the ability to resolve most technical issues independently
Ability to escalate complex or high-impact issues appropriately and communicate clearly with IT leadership and support partners
High level of motivation and interest in learning new technologies and processes
Ability to work effectively with minimal supervision in a fast-paced operational environment
Strong organizational skills and attention to detail particularly in documentation ticketing and asset tracking
Reliable attendance and schedule adherence to support manufacturing and business operations
Level of Knowledge Skills and Authority
Applies established and advanced IT support concepts practices and procedures within a manufacturing or operational environment
Adapts tools processes and techniques to meet location-specific requirements
Performs varied and moderately complex work under limited supervision
Resolves the majority of local IT issues independently escalating only the most complex problems
Operates within defined policies while exercising sound judgment to ensure consistent service delivery
Created in 1987, Stefanini is a $1B global IT provider of business solutions with locations in 40 countries across the Americas, Europe, Australia and Asia. With more than 25,000 employees, Stefanini provides onshore, offshore and nearshore IT services, including application developme
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