Engineering Applications Support Technician

Details:

Position Overview

The IT Support Specialists primary responsibility is to provide proximity IT Support of the manufacturing infrastructure and Operations, including computer hardware, software, applications, network printers and scanners, as well as other manufacturing related technologies. The position will be responsible for providing service delivery which includes incident, problem, and change management to facilitate Information Technology initiatives within the location.

Key Accountabilities

Key Accountabilities

% of Time

Importance

• Provide local technical support and assistance for all computer hardware (laptops, printers, RFID antennas, telephones, scanners etc.). Act as the onsite single point of contact for internal client technical issues, working with internal and external IT teams, including external vendors. This role also provides dedicated support for design and engineering environments, with a strong emphasis on AutoCAD, Mastercam, and other CAD/CAM and engineering applications used by manufacturing and engineering teams.
  
  

25

Critical

Necessary

• Install and configure workstations, software, and systems as designated by Information Technology division. Follow SOP's and Knowledge documentation to ensure consistent solution delivery. Provide assistance to internal and external Information Technology teams with all project and support related deliverables pertinent to the location.
  
  

25

Critical

Necessary

• Perform IT Service management by utilizing ServiceNow to track, update and resolve incidents and requests for local operations, ensuring adherence to documented processes and policies. This includes communicating escalations to management and external IT Teams.
  
  

25

Critical

Necessary

• Provide training and knowledge transfer to operation staff, including the creation of documentation for site-specific processes in the form of Knowledge Articles and SOPs.
  
  

20

Critical

Necessary

• Monitor health and track maintenance of local IT Systems, including Server, Network, Telephony, and other critical systems and processes. This includes tracking and maintaining IT inventory specific to the location.
  
  

5

Critical

Necessary

Details:

Technical Skills and Knowledge

• Strong knowledge of end-user hardware and peripherals, including:
• Laptops and desktops
• Printers, scanners, and networked devices
• RFID equipment, telephony, and other manufacturing-related technologies
• Experience installing, configuring, and troubleshooting:
• Workstations and standard enterprise software
• Network-connected devices and peripherals
• Working knowledge of IT Service Management (ITSM)practices and tools (e.g., ServiceNow), including:
• Incident, request, problem, and change management
• Accurate ticket documentation and status updates
• Basic understanding of:
• Networking fundamentals and connectivity troubleshooting
• Server, network, and telephony system health monitoring from a site-support perspective
• Experience with IT asset and inventory management, including tracking and maintaining site-specific equipment

Documentation, Training, and Communication

• Ability to follow and apply standard operating procedures (SOPs) and knowledge documentation
• Experience creating and maintaining:
• Knowledge Articles
• Site-specific SOPs
• User-facing technical documentation and guides
• Ability to provide effective training and knowledge transfer to manufacturing and operational staff
• Strong verbal and written communication skills, with the ability to clearly explain technical concepts to non-technical users

Professional Competencies

• Strong problem-solving skills with the ability to resolve most technical issues independently
• Ability to escalate complex or high-impact issues appropriately and communicate clearly with IT leadership and support partners
• High level of motivation and interest in learning new technologies and processes
• Ability to work effectively with minimal supervision in a fast-paced, operational environment
• Strong organizational skills and attention to detail, particularly in documentation, ticketing, and asset tracking
• Reliable attendance and schedule adherence to support manufacturing and business operations
  
  

Level of Knowledge, Skills, and Authority

• Applies established and advanced IT support concepts, practices, and procedures within a manufacturing or operational environment
• Adapts tools, processes, and techniques to meet location-specific requirements
• Performs varied and moderately complex work under limited supervision
• Resolves the majority of local IT issues independently, escalating only the most complex problems
• Operates within defined policies while exercising sound judgment to ensure consistent service delivery