Onsite Technician

Support Reliability / Total Lifecycle Management (TLM) activities by performing preventative maintenance, equipment replacements, and lifecycle refresh tasks as scheduled. " Perform field services activities, including IMAC (Install, Move, Add, Change), hardware break/fix, spares handling, and vendor coordination.

Key Responsibilities
" Provide on-site technical support for manufacturing and office IT systems, including desktops, laptops, printers, scanners, RF guns, MLL PCs, and other site-standard devices
" Execute incident and request fulfilment activities, including diagnosis, troubleshooting, resolution, and escalation in line with defined SLAs and procedures
" Support Reliability / Total Lifecycle Management (TLM) activities by performing preventative maintenance, equipment replacements, and lifecycle refresh tasks as scheduled
" IT Equipment integration with AD, Network, NAS.
" Assist with incident management and root cause analysis (RCA) by collecting data, performing first-level troubleshooting, and implementing corrective actions
" Deliver application support by resolving common issues, coordinating with application owners for complex problems, and validating fixes at the site level
" Participate in local project execution, including installations, upgrades, migrations, testing, and post-implementation support
" Perform field services activities, including IMAC (Install, Move, Add, Change), hardware break/fix, spares handling, and vendor coordination
" Knowledge of IT infrastructure including wired and wireless network connectivity, printers, scanners, RF devices, servers, and storage
" Maintain accurate ticket updates, asset records, and knowledge documentation in approved TS systems
" Follow all security, compliance, validation, and change management processes

Networking Knowledge & Responsibilities
" Provide first-level network support for site connectivity issues
" Understand and troubleshoot network fundamentals including TCP/IP, DNS, DHCP, Ethernet, wireless networking, and basic routing and switching
" Assist with switch port activations, cable tracing, and device connectivity validation
" Coordinate with centralized network teams for escalations
" Network + Certified preferred or equivalent hands-on networking experience

Success Metrics / KPIs
" Incidents and requests resolved within SLA
" Mean Time to Repair (MTTR)
" First-time fix rate and reduction in repeat incidents
" Accuracy and completeness of ticket documentation
" Preventative maintenance tasks completed on schedule
" Audit readiness and compliance adherence
" End-user satisfaction metrics

Required Qualifications
" Associate or bachelor s degree in information technology, Computer Science, Engineering, or equivalent experience
" 2 5 years of experience in onsite or field technical support, preferably in a manufacturing environment
" Hands-on experience with Windows-based systems; basic Linux exposure preferred
" Must have GxP environment experience
" Knowledge of NetBackup & Rubrik
" Working knowledge of ITSM tools and endpoint management
" Experience supporting RF devices, scanners, printers, and shop floor PCs