L3 Support Tech Deskside

As one of the world’s most admired brands, Client is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. Vendor & Site Coordination Escort external vendors throughout data centers, computer rooms, and production areas for installations and maintenance.

In this role, you will be responsible for supporting enterprise wide automation efforts for internal logistics processes and materials movement within complex manufacturing environments. This will include the R&D and evaluation of different robotics technologies and building standard process for implementation. Owning, maintaining and providing integration of AMR/AGV/VGV products to a 3rd party Fleet Management system and connecting into existing IT infrastructure. Establishing communication between COTS products and internal systems. This role touches on architecture design, providing best practices, and in some instances being able to troubleshoot and diagnose problems with robot deployments both at the networking and infrastructure layers.
 
What you’ll be doing
Infrastructure Operations

• Perform PreShift Checks across GALC, ICS, server, storage, and network infrastructure for 1st, 2nd, and weekend shifts.
• Provide Smart Hands support for server and network infrastructure (new installs, refreshes, break/fix).
• Support preventative maintenance for power and HVAC systems.
• Conduct weekly checks of plant floor network, data center, and telecom infrastructure.
• Perform monthly wireless network audits to identify interference and perform remediation.
• Monitor ANDON systems, GALC alerts, and network monitoring tools (PRTG, DNAC, etc.).
• Monitor Teams PMI chat for posted issues that may impact production.

Network, Power, and Cabling Support

• Coordinate and manage installation and break/fix of network drops and power connections.
• Support CTASKs related to approved Change Requests.
• Perform Telecom Room inspections, reviewing power, temperature, and required daily checklists.
• Perform network and telecom maintenance, troubleshooting, switch installation, and port activations.
• Perform hardware comfort checks prior to asset moves, adds, or changes.
• Execute hot swap operations on missioncritical equipment.

Administration & User Support

• Provide escalation support to L2 Production Support and assist with 1TS incidents.
• Support user administration and file/folder access requests.
• Perform inventory audits of IT equipment.
• Support configuration of R1 and Priority Service Restoration Bridges and assist with countermeasure implementation.
• Provide support for 4i services as required.

Vendor & Site Coordination

• Escort external vendors throughout data centers, computer rooms, and production areas for installations and maintenance.
• Coordinate repairs and maintenance activities with external vendors and internal maintenance teams.
• Provide onsite presence for INCs or CTASKs requiring handson troubleshooting or monitoring.

Documentation & Compliance

• Create, organize, standardize, and maintain documentation for L3 processes and activities.
• Obtain review and approval from Client Senior Analysts for standardized work.
• Create and submit 1TS RFCs for L3-managed site activities.

Project Support

• Support local and regional projects involving infrastructure and/or application deployments, refreshes, server rack configurations, and upgrades.
• Support system activities during planned nonproduction times, including plant shutdowns.

OnCall Responsibilities
Incident Response & Monitoring

• Serve as first point of contact (POC) for production and L2 escalations.
• Monitor PMI chat, email, text, and infrastructure alerts (PRTG, SCOM Site Scan, Nagios, SYSMON, DNAC).
• Monitor 1TS for P1–P3 incidents and take appropriate action.
• Follow P1/P2 escalation procedures.
• Provide OnCall support for L2 production, weekend activities, and ITS P1–P3 incidents.

Operational Support

• Provide onsite support for CTASKs or incidents requiring handson troubleshooting or vendor engagement.
• Support planned nonproduction activities such as plant shutdowns

 
Qualifications/ What you bring (Must Haves) – Highlight Top 3-5 skills
Who we are
Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Client. As one of the world’s most admired brands, Client is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We’re looking for diverse, talented team members who want to Dream. Do. Grow. with us.

• Strong understanding of operating systems (windows and Linux, application software and development and support process, and end user devices support.
• Proficient understanding of the OSI layer, TCP/IP protocols and their use-cases.
• Network administration.
• Familiarity with cloud computing.
• Problem-solving skills.
• Analytical skills.
• Customer service experience.
• Excellent communication skills, written and verbal

 
Years of exp:  Minimum 3 years exp
 
Top 3 Must Have (Full sentences)

• On prem Server admin ex Windows and linux
• Strong Networking exp Robots have high reliance on the network.
• Application Specific support Basic application troubleshooting.

 
Nice to Haves (Full sentences)

• Hands on Cloud exp
• AMR Technologies (MIR, Autoguide, Omron, JBT, Creform, OTTO, AIUT/Aformic, Bastian Automation)

EEO:
“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”