End User Support Specialist

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.