US_East | Network Support Engineer_L2

TrakSYS Support Engineer

The TrakSYS Support Engineer is responsible for providing technical support, maintenance, and enhancements for TrakSYS-based MES solutions. The role involves diagnosing and resolving system issues, supporting end users, monitoring performance, and ensuring seamless MES operation across manufacturing environments.

Key Responsibilities:

• Provide Level 1 / Level 2 Support for TrakSYS MES application.
• Monitor system performance and ensure continuous uptime.
• Identify root causes and coordinate fixes with development team, ERP team, WMS team, Infrastructure team, Network team or Vendor team and business users.
• Query and analyze TrakSYS SQL Server database table for investigation and resolve data-related discrepancies to maintain data accuracy.
• Troubleshoot TrakSYS integration issues with ERP (e.g., SAP), WMS (e.g., BlueYonder), and PLCs (e.g., KepServer OPC).
• Troubleshoot TrakSYS configurations (e.g., Modules, Services and Workflows) and apply changes.
• Handle incident management and services requests through ticketing tools e.g., ServiceNow.
• Maintain support documentation, change logs, and knowledge base articles.
• Track SLAs, KPIs, and recurring issues for continuous improvement.
• Support scheduled maintenance, upgrades, and deployments.

Mandatory skills and skill proficiencies required for this position:

• Hands on experience on TrakSYS MES (version 12 is a plus).
• Understanding of TrakSYS architecture and core configurations.
• Knowledge of C#/.Net, JavaScript, HTML and CSS.
• Knowledge of SQL Server (queries, stored procedures).
• Knowledge of IIS, Windows Server, and network basics.
• Strong analytical and problem-solving skills.
• Good communication skills.

These positions will involve working night shifts and may also require travel between the two sites (Richmond, VA & Hopkinsville, KY as needed).