Manufacturing IT Technical Support Engineer
Company: TTi Global
Location: Normal
Posted on: June 15, 2022
Job Description:
THIS IS WHAT YOU'LL DO: Second Shift
- Act as the initial point of contact for internal Manufacturing
IT system related concerns from internal employees Create Helpdesk
tickets and respond in a timely manner to email and phone call
requests for technical assistance.
- Effortlessly engage with callers, actively listen, analyze, and
isolate tech issues.
- Calmly provide conflict resolution and navigate frustrated
customer situations.
- Troubleshoot various Manufacturing application including MES
and other Quality tools.
- Attend in-person meetings with clients to analyze, troubleshoot
and diagnose problems.
- Detail these issues and propose system or business improvements
to mitigate future occurrences
- Complete detailed reports listing requests for technical
assistance, steps taken to resolve them, and the specific
dates/individuals involved.
- Assist management in creating training materials pertaining to
computer troubleshooting and usage.
- Organize and file technical support documentation and
instructional guides for future reference.
- Drive incident cycle time reduction through prompt responses to
issues, detect reoccurring issues, and drive incident
investigations
- Escalate complex issues to level 3 when needed.
- Identify repetitive issues and assist in automating or
resolving these items to provide the best possible user
experience.
- Remain current with manufacturing applications and
technologies.
- Available and willing to work overtime, weekends, and holidays
to complete the support taskTHESE ARE THE SKILLS YOU'LL NEED:
- Individuals must be able to understand complex automated
systems
- Understand the ISA-95 standard for production automation
- Experience with SQL is Required
- Excellent interpersonal skills, energetic and a self-starter
and outstanding communication skills - both written and verbal
- Strong organizational skills along with demonstrated ability to
manage multiple tasks simultaneously
- General understanding of conventional Manufacturing
applications, IT system communication methods, which includes
network architecture, file drop, XML, SOAP, and TCP/IP
communication protocols
- Knowledge on Rockwell MES is a plus.
- 1-3 year of experience in Manufacturing application support is
a Plus. THIS IS THE EDUCATION AND EXPERIENCE YOU SHOULD HAVE:
College, university, or equivalent degree in Information
Technology, Business, Manufacturing, Industrial, Engineering or a
related subject required.
Keywords: TTi Global, Normal , Manufacturing IT Technical Support Engineer, Engineering , Normal, Illinois
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