Onsite Technician

Overview

The Onsite Technician is a key Technology Services (TS) resource responsible for providing hands-on, on-site technical support to ensure reliable, secure, and efficient technology operations that enable manufacturing, lab or distribution center activities. This role focuses on day-to-day operational support, incident resolution, preventative maintenance, and execution of standard field services across applications, infrastructure, and end-user technology. The technician works closely with the Site Delivery Leader, Engineering, and the Site Support Team to meet SLAs, maintain audit readiness, and support continuous service improvement.

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