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Job Description & How to Apply Below
About the Role
The Technical Support Specialist provides Tier‑1 end‑user and operational technology (OT) support for office and manufacturing environments at the WFS Cambridge facility. This role is responsible for supporting end users, IT devices, and production line systems to ensure reliable day‑to‑day operations and uninterrupted manufacturing. The position requires hands‑on experience supporting manufacturing environments, including production line IT and OT systems.
Responsibilities
Provide Tier‑1 technical support to WFS Cambridge users in a timely, professional, and customer‑focused manner.
Respond to incoming support requests via ticketing system, phone, and email.
Diagnose, document, resolve, and track incidents and service requests through to resolution, escalating to higher support tiers when required.
Maintain clear communication with users regarding issue status, resolution progress, and next steps.
Maintain, Device & Application Support
Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, label printers, and other end‑user devices.
Support both office and manufacturing floor IT equipment.
Maintain, and support:
Windows operating systems and security updates, Microsoft 365 applications (Outlook, Teams, Office), Endpoint security tools (e.g., Sophos or equivalent).
Maintain accurate inventory of IT hardware and software assets.
Manufacturing & OT Support
Provide hands‑on support for production line IT and operational technology to ensure minimal disruption to manufacturing operations.
Support and troubleshoot production line equipment including:
Production line computers, Small managed network switches, Label printers and scanners, Related OT-connected devices.
Work closely with manufacturing and operations teams to prioritize and resolve production-impacting issues.
Follow established change management and escalation processes for manufacturing systems.
Infrastructure & Systems Support
Provide basic support for LAN, WAN, and network‑connected systems.
Monitor and follow IT policies related to backups, system availability, capacity, security, and change management.
Use ticketing and incident data to identify trends and assist with process improvement and documentation.
Partner with other IT team members in a collaborative, team‑based environment.
Maintain strong working relationships with internal stakeholders across IT, operations, and manufacturing.
Provide professional and effective customer service to all internal users.
Qualifications
Degree in Management Information Systems, Computer Science, IT, or related field
Minimum 3 years of hands‑on experience supporting IT and OT systems in a manufacturing environment
Required Skills
Experience providing Tier‑1 technical support in an enterprise environment
Strong working knowledge of Windows OS, Microsoft 365, and endpoint security tools
Experience supporting production line systems and operational technology
Experience in setup, configuration, troubleshoot Microsoft Windows desktop/notebook hardware and software.
Familiarity with ticketing systems and IT service management processes
Basic networking knowledge (LAN/WAN, switches, connectivity troubleshooting)
Experience with Microsoft Intune
Familiarity with VMware and Hyper‑V environments
Basic Power Shell scripting knowledgeITIL Foundation certification or familiarity with ITSM frameworks
Hands on knowledge of the procedures used in the installation, modification maintenance and repair of IT hardware and software.
Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures
Strong documentation, communication, and customer service skills
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