US_East | Network Support Engineer_L

Position: US_East | Network Support Engineer_L2
Role name:
On-Site Operations Support Specialist
Work site:
Hopkinsville, KY US (Onsite)

We are seeking a proactive and customer-focused
** On-Site Operations Support Specialist
** to provide hands-on, white-glove support for production floor operations. This role is responsible for supporting line operators, troubleshooting equipment such as scanners and printers, and ensuring minimal disruption to operational workflows.

The ideal candidate will act as the bridge between floor operations and the technical support team, ensuring timely incident logging, communication, escalation, and resolution.

** Key Responsibilities*
* ** On-Floor Operational Support*
* - Provide
** real-time, on-site support
** to operators on production/packaging lines.
- Assist with issues related to
** scanners, label printers, barcode systems, and line equipment interfaces**.
- Ensure all equipment functions optimally to maintain continuous production flow.
- Perform basic troubleshooting, resets, and configurations to quickly resolve common issues.

** White-Glove Service*
* - Deliver a
** high-touch, concierge-style support experience
** to floor operators and supervisors.
- Proactively monitor operations and identify potential issues before they impact productivity.
- Provide clear, user-friendly guidance and hands-on assistance to non-technical users.
- Build strong working relationships with operators, supervisors, and stakeholders.

** Incident Management & Coordination*
* - Log all incidents accurately in the ticketing system with relevant details.
- Perform
** initial triage and troubleshooting
** to resolve issues where possible.
- Escalate complex incidents to the
** technical/IT support team
** with complete diagnostics and context.
- Actively
** coordinate with technical teams
** to track, communicate, and expedite issue resolution.
- Follow up to ensure issues are resolved and users are satisfied.

** Equipment & Systems Support*
* - Support and maintain:
- Barcode scanners (handheld & fixed)
- Industrial/label printers
- Workstations and HMI terminals
- Production line software interfaces
- Assist in hardware replacements, setup, and basic preventive maintenance.

** Documentation & Continuous Improvement*
* - Maintain accurate logs of recurring issues and resolutions.
- Provide feedback to technical teams on recurring patterns and improvement areas.
- Contribute to creation/update of
** standard operating procedures (SOPs)
** and knowledge base articles.

** Required Qualifications*
* - 2–5 years of experience in
** on-site IT or operations support**, preferably in manufacturing, warehouse, or production environments.
- Hands-on experience with:
- Barcode scanners and label printers
- Windows-based systems and basic networking
- Strong troubleshooting and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work on the floor in a fast-paced, high-pressure environment.

** Preferred Qualifications*
* - Experience with warehouse management systems (WMS) or manufacturing execution systems (MES).
- Familiarity with ticketing tools (Service Now, Jira, etc.).
- Basic understanding of networking (IP configuration, connectivity issues).

** Key Competencies*
* - Customer-first mindset with a
** white-glove service approach*
* - Strong ownership and accountability
- Ability to multitask and prioritize effectively
- Collaboration and teamwork
- Attention to detail and process orientation

** Work Environment*
* - Primarily on the production floor with exposure to operational equipment.
- May require standing/walking for extended periods.
- Office hours : 4AM – 3 PM
- Location : EGL - 100 Weymans Wy, Hopkinsville, KY 42240