Desktop Support Engineer

About the Role

• Location: Danvers, MA (ONSITE)
• Role: Deskside Support Engineer

Key Responsibilities

• Support overall manufacturing / lab IT systems and IT devices.
• Familiarity with manufacturing, lab, and Data Center IT equipment, including scanners, printers (Zebra, etc.), tablets, PCs attached to specialized test equipment, and PCs used on the manufacturing line.
• Advanced Troubleshooting / Problem Solving for AV devices (projectors, microphones, speakers, amplifiers, cameras, and displays).
• Advanced Troubleshooting / Problem Solving to narrow down the root cause of incidents reported by end-users for IT devices and mobility support/management.
• Advanced communications skills to work with multiple teams (Network, Server) and/or OEMs on high-priority issues.
• Manage IT Asset lifecycle management for the location/region, including asset collection coordination with vendors, secure storage, labeling, imaging, allocation, recovery, hygiene validation, disposal, and system updates.
• Basic Troubleshooting / Problem Solving (L1 level) for network devices, including rack and stack (Routers, Switches, Firewalls, Wireless Access points).
• Provide smart Hands and Feet support for technology teams on demand.
• Rack and Stack Support for commissioning/decommissioning infrastructure devices.
• Provide physical access to vendors on demand for site/Communication rooms (IDF/MDF/MMR and Data Center/Server rooms).
• Manage Power Shut Down maintenance activities, including shutting down network devices and servers in the Data Center.
• Printer Management/usage monitoring and coordinate with vendors to ensure print service continuity.
• Co-ordination for cable patching with vendors or enable on demand.
• Ensure basic Network connectivity (LAN), Wi-Fi access, Video Tandberg, Printer/Voice availability at the site.
• Install and configure hardware and software components to ensure usability by end-users.

Requirements & Tech Stack

• Experience in supporting overall manufacturing / lab IT systems and IT devices.
• Familiarity with manufacturing, lab or distribution center IT equipment.
• Includes scanners, printers (Zebra, etc.), rugged tablets, PCs attached to specialized test equipment, PCs used on the manufacturing line.
• Advanced Troubleshooting / Problem Solving capabilities.
• Advanced communications skills to work with multiple teams and/or OEMs.
• Advanced Microsoft skills (server support, etc.).
• Knowledge / Understanding of GMP and GxP.
• Knowledge / Experience working in a Clean Room environment and/or Manufacturing environment.
• Strong focus on quality and attention to detail.
• Safety training and proper PPE always apply.
• Understanding that PCs / Servers cannot have any sort of maintenance or patching without approved change control windows.
• No systems or devices should ever be rebooted without proper approvals.
• Understanding of isolated networks often found at MLL sites.
• Understanding of critical support during a P1 or P2 event (proactive support – spares, crash carts, etc.).
• Ensure best practices are followed and understood:
• 5S (LEAN) or similar methodology in IT rooms / Datacenters.
• Proper entry procedures and gear for clean rooms.
• Safety protocols for moving IT equipment around the building.

Qualifications

• Experience in supporting overall manufacturing / lab IT systems and IT devices.
• Familiarity with manufacturing, lab and Data Center IT equipment.
• Includes scanners, printers (Zebra, etc..), tablets, PCs attached to specialized test equipment, PCs used on the manufacturing line, etc.
• Advanced Troubleshooting / Problem Solving capabilities for AV devices (projectors, microphones, speakers, amplifiers, cameras, and displays).
• Advanced Troubleshooting / Problem Solving capabilities to narrow down root cause of incident reported by end users for IT devices and mobility support/management.
• Advanced communications skills to work with multiple teams (Network, Server) and/or OEMs on high priority issues.
• Good Knowledge and experience in managing Power Shut Down maintenance activities which includes shutting down network devices and servers in Data Center.
• Manage IT Asset lifecycle management for the location/region including, asset collection coordination with vendor, secure storage, labelling, imaging, allocation, recovery, hygiene validation, disposal, and system updates.
• Basic Troubleshooting / Problem Solving capabilities (L1 level) for network devices which includes rack and stack (Routers, Switch, Firewalls, Wireless Access points).
• Knowledge / Understanding of GMP and GxP.
• Knowledge / Experience on working in a Clean Room environment and/or Manufacturing environment.
• Strong focus on quality and attention to detail.
• Provide smart Hands and Feet support for Technology team on demand.
• Rack and Stack Support for commissioning/decommissioning infra devices to be provided.
• Provide physical access to vendors on demand for site/Communication rooms – IDF/MDF/MMR and Data Center/Server room.
• Good Knowledge and experience in managing Power Shut Down maintenance activities which includes shutting down network devices and servers in Data Center.
• Printer Management/usage monitoring and coordinate with Vendors to ensure print services continuity.
• Co-ordination for cable patching with Vendors or enable on demand.
• Ensure basic Network connectivity (LAN), Wi-Fi access / Video Tandberg / Printer/ Voice are available at site.
• Advanced Troubleshooting / Problem Solving capabilities to narrow down root cause of incident reported by end users for IT devices and mobility support/management.
• Installing and configuring hardware and software components to ensure usability by end users.
• Manage IT Asset lifecycle management for the location/region including, asset collection coordination with vendor, secure storage, labelling, imaging, allocation, recovery, hygiene validation, disposal, and system updates.
• Experience in supporting overall manufacturing / lab IT systems and IT devices.
• Familiarity with manufacturing, lab or distribution center IT equipment.
• Includes but is not limited to scanners, printers (Zebra, etc..), rugged tablets, PCs attached to specialized test equipment, PCs used on the manufacturing line, etc.
• Advanced Troubleshooting / Problem Solving capabilities to narrow down root cause of incident.
• Advanced communications skills to work with multiple teams and/or OEMs on high priority issues.
• Advanced Microsoft skills (server support, etc.).
• Knowledge / Understanding of GMP and GxP.
• Knowledge / Experience on working in a Clean Room environment and/or Manufacturing environment.
• Strong focus on quality and attention to detail.