Title: Onsite Support Technician
Duration: 6 Month Contract engagement (W2)
Location: Macungie, PA
Shift: Monday-Friday on-site, flexible start time of 6:30A-3:00P
Summary
This position performs analytical, technical, and administrative work in efforts to support local end-users, remote end-users, and production lines. Additionally this position utilizes global processes to achieve the end results. The goal is to achieve total end-user satisfaction for technical issues by possessing exceptional customer service skills, willingness to travel & work overtime, and most importantly work as a team.
Responsibilities
- Setup/imaging of new user equipment (Laptops running Windows 10, Mobile phones running iOS or Android) according to global guidelines
- Delivery of end-user equipment to the users
- General OFFICE support to end-users
- Deliver and Support infrastructure solutions required by the business
- Perform delivery and support work according to standard methods and processes
- Execute time-critical support of industrial IT solutions
- Collaborate with global support technicians in troubleshooting and resolving infrastructure and end-user problems, in addition to using all available resources such as personal skills, vendor documentation, and online knowledge bases
- Use delegated authority from global operations teams to manage local infrastructure solutions
- Proficient in general network design and troubleshooting from a connected device perspective
- Provide continual communication/feedback to end-users to understand their requirements and setting the appropriate expectations.
- Install and configure Client systems (Hardware, software, applications, communications, printers, and peripherals)
- Install, configure, and support various handheld barcode scanning devices
- Install, configure, and support specialized barcode printers
- Have a good understanding of LAN connectivity (wired & Wi-Fi) in support of existing infrastructure
- Assist PC Users in utilizing PC applications for office & factory automation and solving business problems.
- Perform scheduled/unscheduled upgrades to machines to maintain a safe & secure network due to O/S vulnerabilities and virus outbreaks.
- Image & configure new and existing machines to end-user expectations
- Deploy new computers to end-users by transporting equipment via handcart and personal/company vehicle in which lifting up to 50 lbs. is involved.
- Ability to produce documentation for Knowledgebase solutions
- Rotational on-call support
- Participate in global projects that have an impact on the local business, as needed
- Other duties as assigned
Key Qualifications and Capabilities
- Bachelor’s Degree in Computer Information Systems, or the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.
- Ideally, at least 5 years’ experience in a manufacturing environment.
- Five years of IT experience preferred.
- Experience working in a highly matrixed organization.
- Ability to work in a team environment, manage multiple clients, and provide consultative skills throughout the process.
- The ideal candidate will be highly motivated with a strong sense of urgency.
- Dedicated to delivering customer value
- Ability to build effective relationships
- Solid communication skills
- Work patiently with end-users who are frustrated and need issues to be resolved quickly or helpful guidance with using the solutions
- Open to change and enjoys the challenge of unfamiliar tasks
- Pursues tasks with energy, drives and has a need to finish
- Broad IT background
- Has fluency in English, both written and spoken
- Experience in Cloud technologies a plus
