End Point Specialist

Description

This person will be the sole IT Support person, supporting about 350 users. Work hours – 7 am to 3:30 pm with 30 minutes unpaid lunch On-call requirements – we need them to be available to help in case of Severe and Major incidents.

The Onsite IT Endpoint Specialist will provide hands‑on technical support in a Windows 10/11 environment across approximately 1200 devices including laptops and PCs, Zebra printers, label printers, copiers, handheld and wireless scanners, network switches, UPS, tablets, and 3D printers at the site. The role is going to act as the bridge between IT and the site teams in automation projects assigned by the IT leadership team.

The role requires strong troubleshooting and technical problem‑solving skills, customer service, internal customer and stakeholder management, sense of urgency and responsiveness, communication, prioritization and time‑management, continuous improvement mindset, and the ability to work independently in a fast‑paced 24/7 hours manufacturing setting. Need to have strong customer service and communication skills and willing to be aggressive and push forward with less direction.

Network understanding is a plus.

• Support laptops and PCs, Zebra printers, label printers, copiers, handheld and wireless scanners, network switches, UPS, tablets, and 3D printers at the site.
• Troubleshoot and resolve hardware issues on Windows 10/11 machines.
• Perform device refreshes including imaging, deployment, and migration.
• Use MCM for imaging and client management.
• Maintain and support Active Directory environments.
• Provide support for Apple iPads and Teams AV equipment (Poly Studio X30/X50, Teams phones). Use JAMF.
• OT and IT servers and jump boxes support.
• Order and coordinate installation of TVs and PCs for dashboards.
• Lead IT part of badge reader, camera system, and security systems at the site.
• Initiate CAPEX approval process and submit PO to vendors.
• Major and severe incident management – respond immediately and communicate as needed with the caller, Service Desk, and key stakeholders. Follow up till full resolution.
• Escalations – Respond quick and all escalations and communicate as needed with the caller, Service Desk, and key stakeholders. Follow up till full resolution.
• Involvement and communication – Actively participate in site project meetings, shift handover meetings, accountability meetings.
• Service Desk incident management – on‑time entry of tickets to Service Now and closure of tickets in line with targets.
• Automation projects – Get actively involved in site data and mechanical automation projects.
• Kaizen projects – Participate in site’s major Kaizen events.
• Proactive maintenance activities – Run predictive and preventive maintenance to the laptops and PCs, Zebra printers, label printers, copiers, handheld and wireless scanners, network switches, UPS, tablets, and 3D printers at the site.
• Regular patching and Corporate IT Maintenance activities – Plan for and coordinate in advance with the site.
• Tulip System Support – Image PCs for dashboards and install Tulip software, order and mount iPads for Tulip use, serve as main contact with Tulip support for connectivity issues, support and troubleshoot Tulip related iPad issues, update Tulip dashboards when data changes (e.g., run rates), write new Tulip apps using low‑code/no‑code tools (training required).

• Quarterly Customer Satisfaction Survey results.
• SLA (Service Level Agreement) breaches.
• Number of Infosecurity breaches.
• Number of severe and major incidents.
• Responsiveness to escalations.
• Number of incidents captured.
• Mean time to close tickets on Service Now.
• Aging of tickets.
• Active participation in key projects.
• Active involvement in automation projects.
• Kaizen involvement at the sites.

• Strong troubleshooting and technical problem‑solving skills.
• Experienced in internal customer and stakeholder management.
• A high sense of urgency and responsiveness to respond to severe and major incidents and escalation in a timely manner.
• Strong communication, prioritization and time‑management skills.
• A continuous improvement mindset.
• Ability to work independently in a…