IT Product Support Engineer

Houston, TX
Full Time
Experienced
We are seeking a highly skilled IT Production Support Engineer to ensure the seamless operation of both internal SFC/MES-developed systems and third-party IT applications used in production functions. The role is critical for maintaining system performance, providing first-level support, and addressing application-related incidents quickly and effectively. This position involves overseeing production systems, assisting end users, and contributing to process improvement efforts to optimize the overall production environment.

Key Responsibilities:
  • IT Application Support:
    Ensure continuous functionality of both internal and third-party applications that support production operations. Proactively address and resolve application-related incidents, minimizing downtime and ensuring users receive effective and timely support.
  • End-User Assistance:
    Provide support to end users via email, phone, in-person interactions, or the ticketing system. Troubleshoot and resolve technical issues efficiently, ensuring minimal disruption to production operations.
  • 24/7 IT Support Line Management:
    Manage the 24/7 IT support and helpdesk line, ensuring continuous availability of support services and quick resolution of technical issues across shifts and during off-hours.
  • Data Reporting Support:
    Assist various departments (Manufacturing, Quality Assurance, Engineering, Production Planning, Warehouse, etc.) with accurate and timely reporting, ensuring data integrity and compliance with operational requirements.
  • Problem Documentation & Resolution:
    Document technical issues, analyze symptoms, and identify the root causes of production-related problems. Develop and implement effective solutions while ensuring proper documentation for future reference and to prevent recurrence.
  • System Administration:
    Administer production systems, including user creation, system deployments, software installations, and troubleshooting. Ensure seamless system performance through regular maintenance and quick resolution of system issues.
  • Issue Detection & Process Improvement:
    Identify recurring system issues and areas for improvement in system stability. Collaborate with teams to propose and implement solutions to enhance performance, reliability, and overall system optimization.
  • Task Monitoring:
    Monitor IT-related tasks including production jobs, system interfaces, and alert systems. Proactively detect issues and take necessary actions to ensure smooth operations.
  • Collaboration with Development Team:
    Work closely with the development team and other IT support functions to resolve complex issues. Participate in system improvements and enhancements to ensure optimal system performance.

Required Qualifications:
  • Education:
    • Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent practical experience).
  • Experience:
    • Proven experience (3+ years) in IT support, specifically in production environments or manufacturing systems (preferably with SFC/MES applications).
    • Experience managing 24/7 IT support functions and troubleshooting production issues in real-time.
  • Technical Skills:
    • Advanced proficiency in Microsoft Office and Microsoft SQL Server.
    • Intermediate proficiency in SAP System Management, Windows Server, and Quality Tools.
    • Basic proficiency in DevOps, UML Modeling, and Power BI.
    • Strong understanding of system administration tasks, including user management, software deployment, and troubleshooting.
  • Soft Skills:
    • Excellent communication skills, both written and verbal, with the ability to explain technical issues to non-technical users.
    • Strong problem-solving skills, with the ability to analyze complex technical issues and identify root causes.
    • Proactive approach to issue detection and resolution.
    • Strong team collaboration skills to work with cross-functional teams and support functions.
    • Ability to manage multiple tasks efficiently and effectively, even in high-pressure environments.

Preferred Qualifications:
  • Experience with DevOps practices and automation in IT environments.
  • Familiarity with Manufacturing Execution Systems (MES) and Shop Floor Control (SFC) systems.
  • Experience in Power BI or other data reporting tools for effective reporting and visualization.
  • ITIL or other relevant certifications would be an advantage.

Working Conditions:
  • This position may involve working in shifts to manage the 24/7 IT support line.
  • The role is primarily based in an office environment but may require onsite support in production areas.
  • Flexibility to support urgent issues during off-hours or weekends as required.

 
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