Job Summary and Mission:

You will serve as an Onsite Support Services Team coordinator , joining a dynamic global team dedicated to delivering world-class IT solutions and support. In this role, you will cater to the technology needs of a leading American multinational corporation specializing in heating, ventilation, and air conditioning (HVAC), refrigeration, and fire and security equipment , headquartered in Florida. Your work will ensure seamless operations, robust infrastructure, and exceptional service quality across diverse environments.

To empower operational excellence by providing reliable, innovative, and customer-focused IT field services that enable our client to maintain safety, comfort, and efficiency worldwide.

Summary of Key Responsibilities

The Onsite Support Services Engineer plays a critical role within the team, actively collaborating with colleagues to share knowledge, resolve complex issues, and contribute to projects. This position requires the ability to assess priorities based on business impact, deadlines, and associated risks, ensuring timely and effective delivery of infrastructure solutions that support organizational objectives.

Position responsibilities:

Act as the single point of contact for IT and OT support across manufacturing, network, applications, HMI connectivity, printers, scanners, and cybersecurity.
Coordinate with project staff and other service providers to ensure seamless connectivity to customer’s network, including LAN access, email replication, and server applications.
Perform hardware installation and configuration for IT and OT equipment.
Adhere to Incident Management and Request Fulfillment processes.
Investigate, diagnose, and resolve Level 2 incidents; escalate unresolved issues as per SLA.
Track and report incident status, ensuring timely communication and resolution.
Execute Install, Move, Add, Change (IMAC) requests, including pre-work, installation, testing, and user orientation.
Maintain accurate asset inventory in CMDB, perform audits, and manage lifecycle activities from procurement to disposal.
Conduct daily stand-ups, weekly reviews, and quarterly audits for compliance and continuous improvement.
Provide KPI tracking, CSI plans, and monthly trend analysis using AI-driven analytics.
Deliver hands-on support for LAN/Wi-Fi infrastructure, server rooms, and data center operations.
Troubleshoot network-attached and locally attached devices, handheld devices, and shop floor equipment.
Ensure adherence to Customer’s security, compliance, and safety guidelines, including PPE requirements.
Provide training and maintain compliance reports.
Manage Azure AD objects, including creation, modification, troubleshooting, and periodic audits.

Education

Bachelor’s degree, or at least 3 years of relevant working experience as Field Services Engineer

Required Skills, Knowledge & Abilities

Technical Expertise
Strong troubleshooting skills for IT/OT systems, network infrastructure, and manufacturing devices.
Proficiency in LAN/Wi-Fi diagnostics, server operations, and hardware/software installation.
Familiarity with Active Directory and Azure AD object management.
Process & Governance
Knowledge of ITIL processes (Incident, Request, Change, Knowledge Management).
Experience with CMDB tools (preferably ServiceNow) and asset lifecycle management.
Analytical & Automation
Ability to leverage analytics and automation tools for proactive support and trend analysis.
Competence in identifying process inefficiencies and implementing improvements.
Communication & Collaboration
Strong coordination skills with cross-functional teams, OEMs, and third-party vendors.
Effective reporting and documentation capabilities.
Compliance & Safety
Understanding of security protocols, compliance standards, and factory safety requirements.
Preferred Qualifications
Experience in manufacturing IT environments.
Familiarity with barcode scanners, industrial printers, Digi Port servers, and shop floor systems.

Beneficial Skills, Knowledge & Abilities (Good To Have)

Knowledge of/experience with Cisco Meraki
Knowledge of/experience with Amazon Web Services (AWS)
Service Now ticketing tool experience
Manufacturing domain experience

Onsite Support Services

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