Product Tech Support II

The Product Tech Support role is a versatile IT position that acts as a liaison between business users and IT, providing daily support for manufacturing operations and associated business systems, hardware, and software. This position primarily functions as the initial point of contact for resolving technical issues and addressing user challenges within operations and related business systems. The ideal candidate will troubleshoot and resolve issues by collaborating effectively with varying technical teams, business operations teams and vendors.

While this role primarily focuses on first-tier issue resolution, collaborating with network and dev/ops engineering teams is standard practice. Moreover, advancement opportunities often arise within these roles, offering avenues for professional development.

• Develop and leverage deep expertise on all aspects of the internally written software exposed to production staff, machine integrations with vendors and CPI business systems, and general support for PCs or similar hardware controllers within the machines.
• Identify, report and analyze trends, offering feedback to product and development teams, IT Operations teams, or vendors to drive more robust solutions that resolve recurring system or customer issues 
• Work with business users, IT teams, and vendors to determine requirements and help facilitate the implementation of production-related processes, services and equipment.
• Provide logs and detailed descriptions of issues to internal IT teams and vendors for resolution of problems.
• Train production staff on system functionality. Create training documentation and provide on-site instructions on internal processes related to production systems.
• Participates in after hour support when required.
• Coordinates process-improvement requirements gathering with local leadership and presents to IT management
• Integrates new services, drives operating and technical improvements in application and infrastructure platforms
• Works with customers on FTP/SFTP setup and other technical onboarding tasks
• Installs, modifies and maintains systems and utility software on server platforms
• Understanding/troubleshooting of IP routing, VPN access methods and DNS
• Responds to inquiries from staff, administrators, service providers, site personnel and outside vendors to provide technical assistance and support of network related functions and availability
• Resolve escalated support tickets for highly complex technical issues when first-line product support teams have not succeeded in isolating and resolving an issue
• Ask questions and use diagnostic programs to efficiently and accurately diagnose issues and resolve them. Properly identify when to escalate an issue and follow instructions regarding case escalation while monitoring and adhering to customer SLAs.

Pay range depending on experience: $70k-80k 

• Previous experience utilizing an industry standard IT ticketing system and incident management processes
• Solid working knowledge of:
  
  • Professional collaboration tools such as MS Teams
  • MS Office 365
  • Visio
• Strong verbal/written communications skills and strong teamwork skills – ability to communicate well to both customers and non-technical colleagues and to technical resources
• Strong problem-solving skills and ability to dive into details and drive issue resolution, while maintaining strong communication with customer. Responsiveness is key.
• Excellent documentation and organizational skills
• Demonstrated ability to multi-task in a fast-paced environment with stringent deadlines
• Strong end user relationship management skills
• Ability to work successfully in a hybrid model
• Working understanding of DHCP, PXE, TFTP, LDAP, and VMware, a plus
• FTP/SFTP experience with various platforms, a plus
• Centos 7/8 Linux administration a strong, a plus

Requirements:

• HS Diploma plus relevant certification/education such as Associate’s Degree in Computer Science or A+ certifications
• B.S. Degree in Computer Science preferred
• At least 5 years demonstrated success in hardware or systems support role
• Demonstrated expertise in business-specific systems and technologies