The End User Support Engineer is responsible for providing onsite and remote IT support to manufacturing plant employees, ensuring reliable operation of end-user devices, business applications, network connectivity, printers, and shop floor IT systems. The role focuses on minimizing downtime, supporting production-critical IT infrastructure, and delivering excellent customer service to plant users.
Key Responsibilities
End User Support
- Provide Level 1 and Level 2 support for desktops, laptops, mobile devices, and peripherals.
- Troubleshoot hardware, software, operating system, and application issues.
- Install, configure, and maintain Windows-based workstations and standard software packages.
- Support Microsoft 365 applications including Outlook, Teams, OneDrive, and Office Suite.
- Manage user accounts, passwords, and access permissions through Active Directory and Azure AD.
- Respond to incidents and service requests according to defined SLA targets.
Manufacturing Site Support
- Support production floor computers, shop floor machines, label printers, tablets, and industrial workstations.
- Assist with IT-related issues impacting manufacturing operations.
- Coordinate with application owners to support Manufacturing Execution Systems (MES), ERP, and shop floor applications.
- Ensure availability of IT devices used in production, logistics, warehouse, and quality control areas.
Infrastructure Support
- Perform basic troubleshooting of LAN, Wi-Fi, and network connectivity issues.
- Support network equipment including switches, access points, and cabling under guidance from infrastructure teams.
- Monitor IT equipment health and escalate complex issues as required.
- Support audio/video conferencing systems and meeting room technologies.
Asset & Lifecycle Management
- Manage IT asset inventory, tracking, and documentation.
- Prepare and deploy new laptops, desktops, and mobile devices.
- Coordinate hardware replacements, upgrades, and warranty repairs.
- Maintain accurate records in ITSM and asset management systems.
Incident & Problem Management
- Log, track, and resolve support tickets using Wizmi.
- Follow incident, change, and problem management processes.
- Escalate unresolved issues to higher-level support teams.
- Participate in root cause analysis for recurring incidents.
Security & Compliance
- Ensure compliance with corporate IT security policies.
- Support antivirus, endpoint protection, and patch management activities.
- Report and address security vulnerabilities and incidents.
- Assist with IT audits and compliance requirements.
Documentation & Continuous Improvement
- Create and maintain technical documentation, standard operating procedures, and knowledge articles.
- Identify opportunities to improve support processes and user experience.
- Provide end-user training and guidance on IT best practices.
Required Qualifications
- Bachelor's Degree or Diploma in Information Technology, Computer Science, Engineering, or related field.
- 5+ years of IT end-user support experience.
- Experience supporting manufacturing or industrial environments preferred.
- Strong knowledge of:
- Windows 10/11
- Microsoft 365
- Active Directory
- Azure AD / Entra ID
- Basic networking concepts (TCP/IP, DNS, DHCP)
- Printers and peripheral devices
- ServiceNow or other ITSM platforms
Preferred Skills
- Experience with manufacturing systems (ERP, MES, SCADA, Industrial PCs).
- Familiarity with Intune, SCCM, and endpoint management tools.
- Experience supporting warehouse technologies and barcode systems.
- Basic understanding of cybersecurity best practices.
- Knowledge of ITIL framework.
Key Competencies
- Strong troubleshooting and analytical skills.
- Excellent customer service and communication skills.
- Ability to work independently in a fast-paced manufacturing environment.
- Strong organizational and documentation skills.
- Proactive approach to problem solving.
- Ability to prioritize multiple support requests effectively.
Working Conditions
- Primarily based at a manufacturing plant.
- May require support during production shifts, weekends, or planned maintenance windows.
- Occasional lifting and installation of IT equipment.
Key Performance Indicators (KPIs)
- Ticket resolution within SLA.
- First-call resolution rate.
- End-user satisfaction score.
- Reduction of recurring incidents.
- Asset inventory accuracy.
- Production-critical incident response time.
Experience Level: 5+ Years (Mid-Level)
Employment Type: Full-Time
Travel Requirement: Minimal, occasional support to nearby sites if required.
Join us and work with global teams to support global customers ! At Arabelle Solutions, we have team members of more than 49 nationalities spread across 16 countries.
At Arabelle Solutions, we know diversity makes teams and business stronger.