Shop-Floor IT Operations Support Engineer

We are looking for a manufacturing-experienced resource to support shop-floor IT operations. This role primarily triages shop-floor IT incidents, coordinates with relevant stakeholders, and facilitates timely service restoration to minimize disruption to manufacturing operations.

Key Responsibilities

1. First-Level Triage and Incident Coordination
   Perform initial triage of shop-floor IT incidents and determine the appropriate support channel based on the nature of the issue. For internal hardware/application related issues, advise the shop-floor team to log a ticket with the Service Desk (SD). For OEM application or OEM PC-related issues, coordinate directly with the relevant MS/ME teams and follow up on the incident until resolution.
2. Manufacturing Process Understanding
   The resource should ideally have a manufacturing background and be familiar with shop-floor operations and manufacturing workflows. This knowledge is essential to assess the operational impact of IT issues, prioritize incidents appropriately, and coordinate effective resolutions.

Scope of Support

• Respond to shop-floor incident tickets and service requests.
• Perform initial triage and assessment of incidents and requests.
• Resolve Tier 1 and Tier 2 issues in accordance with approved playbooks, standard operating procedures, and knowledge base documentation.
• Escalate unresolved or complex issues and coordinate with Subject Matter Experts (SMEs), superusers, and OEM support teams to facilitate resolution.
• Liaise with relevant IT and manufacturing stakeholders to track incidents and drive timely service restoration.
• Provide regular incident updates to operations teams and business stakeholders.
• Ensure proper handover of resolved or outstanding incidents to the operations team, as required.
• Document incidents, troubleshooting steps, and resolutions to maintain accurate records and support knowledge sharing and continuous improvement.

Working Arrangement

• Initially, support will be required during normal business hours.
• Depending on operational requirements, shift-based support may be required in the future.

Desired Candidate Profile

The ideal candidate should have a manufacturing or shop-floor operations background, good troubleshooting and coordination skills, and the ability to communicate effectively with both manufacturing personnel and IT support teams. The candidate should proactively manage incidents, coordinate across multiple stakeholders, and minimize disruption to shop-floor operations.

Skills

Incident Support, Standard Operating Procedures, IT Operations Management, Troubleshooting, Triage, Factory System Management, Incident Response, It Support, resolve incident tickets, OEMs, Incident Investigation, Production Line, Manufacturing Projects, Hardware and Software Support, Incident Handling, Shop Floor, Factory Automation Project, Microsoft Teams, Support Strategy, Incident Management