IT Operations Professional 3

Onsite Support Technician

Provide daily onsite IT support at the Walpole, MA site. (5 days a week onsite, 8 hours per day M-F) Qualified candidate will be responsible for daily IT support of PCs (Laptop and Desktop), Networking & Servers – physical topology, cabling, and troubleshooting, and specific manufacturing facility IT device support such printers, and handheld scanners, etc. Candidate will need to be physically able to walk around the large facility on a daily basis for spot checks/rounds and device troubleshooting and also be able to lift 50lbs with respective to Datacenter servers and switch infrastructure installation and decommission. Candidate will need superior customer service skills and able to interact with a wide range of users with varying IT skill levels.

Intake and resolution of Level 1/2 IT issues through a shared and remote support follow the sun model. Complex IT problem solving and investigation of recurring IT issues. Resolving on premise IT issues that may arise or be dispatched to your local location. Staying up to date on the latest IT service offerings, ITSM portals, active migration projects, and technical resolutions affecting our user base. Escalating any unresolved issues and/or Major Incidents to the Site Management Infrastructure (SMI) team. You have excellent communication skills (written, verbal) focused on translation of IT technical resolutions to end user business language. L1/L2 deep technical problem-solving capability in many facets of Information Technology. Mid-Level Experience with End User Computing, Datacenter Technologies, and Networking. You work effectively in global, multi-cultural teams. Solid professional judgment and ability to escalate unresolved issues to appropriate management in a timely fashion. Bachelor's degree or equivalent experience required. Minimum of 3-5 years of experience with IT Deskside Support and/or IT Systems Analyst role(s).

Technical: Win10 / Win11 Client expertise with Office 365 in an Enterprise environment. Network diagnostics, TCP/IP, DHCP reservations, console access, and troubleshooting capability including VLAN knowledge. Server configuration, iLO setup, vulnerability remediation Mobile Device troubleshooting and configuration (Android and IOS). Manufacturing facility devices (label printer, handheld WIFI devices, and instruments). Intune/Azure AD experience. Identity management including multifactor authentication setup. PC migration, application installation, and data copy. Service NOW incident and request management.