EUC Support Engineer

ITC Infotech is a leading global technology services and solutions provider, offering business-friendly solutions to help clients succeed and be future-ready. The company provides technology solutions and services to enterprises across various industries such as Banking & Financial Services, Healthcare, Manufacturing, Consumer Goods, Travel and Hospitality.

Job Summary: Seeking a skilled and proactive System Administrator to join our Local IT Support team. This role involves providing hands-on technical support, managing IT infrastructure, and ensuring seamless operation of IT services for end users and business-critical systems. The ideal candidate will have a strong background in system administration, troubleshooting skills, and experience in supporting IT infrastructure within manufacturing or plant environments.

Key Responsibilities:

• Provide end-user support for hardware, software, and peripheral devices (e.g., desktops, laptops, printers, and mobile devices).
• Troubleshoot and resolve issues with operating systems (Windows, macOS, Linux), office applications, and enterprise tools.
• Assist users with password resets, account unlocks, and access requests.
• IT Infrastructure Management: Manage and maintain on-site servers, storage systems, network devices, and backup solutions. Ensure high availability and optimal performance of compute, storage, and network resources. Monitor and maintain IT infrastructure, addressing issues proactively to avoid downtime.
• PCD/OT Infrastructure Management (Advantageous): Support and manage infrastructure in manufacturing plants, ensuring seamless integration of IT with OT systems. Maintain and troubleshoot PCD/OT environments, including industrial networks, SCADA systems, and control devices. Collaborate with engineering teams to ensure secure and reliable IT-OT convergence.
• Software Deployment and Imaging: Perform system imaging, software installation, and updates for end-user devices. Deploy and maintain IT applications as per organizational needs. Ensure all systems are compliant with security and organizational standards.
• Meeting Room and AV Support: Set up, configure, and troubleshoot meeting room equipment (AV systems, projectors, etc.). Provide real-time support during business-critical meetings and events.
• Incident Management and Escalations: Act as the first point of contact for on-site IT issues, escalating complex problems to higher-tier support as needed. Ensure timely and accurate resolution of incidents, documenting processes and solutions.
• Documentation and Reporting: Maintain accurate records of IT assets, configurations, and incident resolutions. Create and update IT support documentation and knowledge bases.
• User Training and Engagement: Assist in onboarding new employees by setting up IT systems and providing basic training. Promote IT best practices to enhance productivity and security awareness.

Qualifications:

• Bachelor's degree in computer science, Information Technology, or a related field (or equivalent work experience).
• 3+ years of experience in system administration and local IT support, preferably in manufacturing or plant environments.
• Proficiency in Windows Server, Active Directory, and Group Policy management.
• Experience with networking concepts (LAN, WAN, DHCP, DNS, VLANs) and tools.
• Familiarity with virtualization platforms such as VMware or Hyper-V.
• Hands-on experience with ServiceNow and ticket management.
• Strong troubleshooting skills and the ability to prioritize tasks effectively.
• Excellent communication and interpersonal skills.

Preferred Skills:

• Experience managing IT infrastructure in manufacturing plants and familiarity with OT/PCD systems (e.g., SCADA, PLC, DCS).
• Certifications such as CompTIA A+, Microsoft Certified: Azure Administrator, ITIL Foundation, or ISA/IEC 62443 (cybersecurity for industrial automation and control systems).
• Knowledge of cloud platforms (e.g., Azure VDI, VMware, Azure) and hybrid IT environments.
• Understanding of endpoint security, data protection measures, and IT-OT security convergence.

On-site position with regular interaction with manufacturing/plant environments. Occasional travel to satellite locations or plants as required.

Our X-Factor:

• Work ethic: You are a consummate professional.
• Aptitude: You have an innate capacity to transition from project to project without skipping a beat.
• Communication: You have excellent written and verbal communication skills for coordination across projects and teams.
• Impact: You are a critical thinker with an emphasis on creativity and innovation.
• Passion: You have the drive to succeed paired with a continuous hunger to learn.
• Leadership: You are trusted, empathetic, accountable, and empower others around you.

Seniority level: Associate

Employment type: Full-time

Job function: Other

Industries: IT Services and IT Consulting