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