What are the responsibilities and job description for the Manufacturing IT Support position at Axiom Global Technologies?
Job Summary
We are looking for a hands-on and service-oriented Production Floor IT Support Specialist to provide day-to-day technical assistance within operational and manufacturing environments. This role will support shop-floor users, troubleshoot hardware and system-related issues, and ensure uninterrupted production activities.
The ideal candidate should have strong troubleshooting abilities, excellent communication skills, and experience supporting operational teams in fast-paced environments.
Key Responsibilities
Operational & User Support
- Provide on-site technical assistance to production and warehouse staff.
- Troubleshoot issues related to barcode scanners, printers, operator terminals, and connected devices.
- Support production line systems to minimize downtime and operational interruptions.
- Assist users with hardware setup, connectivity issues, and basic system configurations.
Technical Troubleshooting
- Diagnose and resolve day-to-day IT and operational technology issues.
- Perform first-level troubleshooting for workstations, printers, scanners, and network-connected devices.
- Coordinate with internal IT teams for advanced issue resolution and vendor escalations.
- Monitor recurring issues and recommend corrective actions.
Incident & Ticket Management
- Log and manage incidents using ticketing systems such as ServiceNow or Jira.
- Maintain accurate records of troubleshooting activities and resolutions.
- Prioritize critical production-impacting incidents and ensure timely follow-up.
- Communicate issue status and resolution updates to operational stakeholders.
Equipment & Systems Maintenance
- Support devices including:
- Barcode scanners
- Label and industrial printers
- Production workstations
- HMI/operator panels
- Assist with hardware replacements, installations, and preventive maintenance activities.
- Verify system connectivity and basic network functionality on the production floor.
Process Improvement & Documentation
- Document common issues, solutions, and support procedures.
- Contribute to operational support documentation and knowledge base updates.
- Identify opportunities to improve support response and operational efficiency.
Required Qualifications
- 2–5 years of experience in IT support, desktop support, or production environment support.
- Experience supporting hardware devices such as scanners, printers, and operator terminals.
- Good understanding of Windows operating systems and basic networking concepts.
- Strong troubleshooting and analytical skills.
- Ability to work in fast-paced manufacturing, warehouse, or operational environments.
- Good verbal and written communication skills.
Preferred Qualifications
- Experience in manufacturing, logistics, warehouse, or packaging industries.
- Familiarity with MES, WMS, or production support systems.
- Knowledge of ticketing tools like ServiceNow, Jira, or Remedy.
- Understanding of basic LAN/network troubleshooting.