IT Support Specialist (Manufacturing Plant)
Role Overview
Serve as the primary on-site IT support resource for plant operations, ensuring uptime across systems that directly support production, logistics, and shop-floor activities. This role focuses on hands-on technical support, rapid issue resolution, and maintaining operational continuity in a fast-paced manufacturing environment.
Key Responsibilities
Plant IT & Help Desk Support
* Act as the first point of contact for all plant IT issues (hardware, software, network, and user support)
* Provide Level 1 and Level 2 support for plant users including operators, supervisors, and plant leadership
* Troubleshoot and resolve issues related to:
* Workstations and laptops
* Printers and label printers
* RF scanners and barcode systems
* Shop-floor terminals and production systems
* Support network connectivity issues (WiFi, wired connections, device access) in coordination with central IT
* Log, track, and manage incidents through the IT service management system and escalate when needed
Shop-Floor Systems Support
* Provide support for production and logistics systems used on the shop floor
* Ensure uptime and functionality of real-time production tracking systems and devices
* Assist with troubleshooting issues impacting:
* Production reporting
* Inventory movements
* Data capture from manufacturing equipment
* Support integration points between shop-floor systems and backend applications
Light SAP / Application Support (De-emphasized)
* Provide basic user support for SAP-related transactions as needed (inventory, production confirmations, etc.)
* Help identify whether issues are user error, process gaps, or system-related before escalation
* Coordinate with centralized SAP teams for advanced troubleshooting
User Support & Training
* Provide hands-on support and guidance to plant personnel on IT systems and tools
* Assist with onboarding and basic training for new users
* Reinforce standard processes and improve user adoption of systems
Coordination & Continuous Improvement
* Act as the local IT liaison between plant operations and corporate IT teams
* Support system rollouts, upgrades, and on-site deployments
* Identify recurring issues and recommend practical improvements to stability and efficiency
Required Experience
* 2–5 years of experience in IT support, help desk, or desktop support (manufacturing environment preferred)
* Experience supporting end-user hardware, printers, and network connectivity
* Exposure to shop-floor or industrial IT environments is a strong plus
Technical Skills
* Strong troubleshooting skills across:
* Windows environments
* Hardware and peripherals (printers, scanners, RF devices)
* Basic networking (connectivity, device setup, troubleshooting)
* Familiarity with IT service management tools (ticketing systems)
* Basic understanding of enterprise systems (SAP or similar ERP) preferred but NOT required
Professional Skills
* Strong communication skills with ability to support non-technical users in a production environment
* Ability to operate under time-sensitive, production-critical conditions
* High ownership mindset with focus on fast resolution and minimizing downtime
* Comfortable working on-site and supporting off-hours when needed
Work Environment
* Fully on-site at manufacturing plant
* May require on-call or extended hours during production issues or system deployments