Support Engineer

The role is responsible for maintaining technology availability, responding to production-impacting incidents, supporting end-user devices and shop floor technologies, coordinating with local and remote IT teams, and ensuring operational continuity in a manufacturing environment. This position acts as the bridge between site operations, local facility IT personnel, vendors, and enterprise Digital Technology teams to ensure rapid incident resolution and minimal disruption to production activities.

Role: Onsite Support Engineer
Location: San Antonio, TX  Onsite

Description and Location

Position Summary
The Onsite Digital Technology Support Engineer serves as the primary IT support resource for production-critical technology supporting F110 and F404 engine assembly operations. The role is responsible for maintaining technology availability, responding to production-impacting incidents, supporting end-user devices and shop floor technologies, coordinating with local and remote IT teams, and ensuring operational continuity in a manufacturing environment.
This position acts as the bridge between site operations, local facility IT personnel, vendors, and enterprise Digital Technology teams to ensure rapid incident resolution and minimal disruption to production activities.
Support Production Technology
Provide hands-on support for PCs, printers, scanners, test interfaces, and manufacturing-support systems.
Monitor and maintain technology availability within the production environment.
Troubleshoot hardware, software, network, and connectivity issues affecting operations.
Support technology deployments, hardware refreshes, and infrastructure changes.
Lead Incident Response
Serve as the first responder for technology incidents impacting manufacturing.
Perform triage, diagnosis, and resolution of technical issues.
Coordinate escalations with network, infrastructure, security, and vendor support teams.
Provide timely communications during critical incidents.
Maintain ownership of issues through complete resolution.
Partner with Site Leadership
Collaborate with manufacturing personnel, site leadership, and facility IT teams.
Act as the primary onsite liaison between local operations and enterprise Digital Technology teams.
Participate in technology improvement initiatives and infrastructure projects.
Identify operational risks and recommend improvements to increase service reliability.
Support Business Continuity
Participate in an after-hours on-call rotation.
Respond to production-impacting incidents during nights, weekends, and holidays when required.
Ensure critical manufacturing systems remain operational and available.
What We're Looking For
Required Experience
3+ years of IT support, field services, desktop support, or infrastructure support experience.
Strong troubleshooting skills across hardware, operating systems, peripherals, and networking.
Experience supporting Windows-based enterprise environments.
Experience with incident management and ticketing systems.
Ability to work independently in a customer-facing environment.
Technical Skills
Windows desktop and laptop support
Active Directory fundamentals
Microsoft 365 applications
TCP/IP networking concepts
Remote support tools
Printer and peripheral support
Hardware break/fix support
Incident and change management processes
Preferred Qualifications
Experience supporting manufacturing, industrial, aerospace, or warehouse environments.
Familiarity with production-floor technologies and operational support.
ITIL Foundation, CompTIA A+, Network+, or equivalent certifications.
Experience working with cross-functional technical teams and vendors.