IT Support Technician

The IT Support Technician (Plant) is responsible for providing first-line technical support to plant users by diagnosing, troubleshooting, and resolving IT-related hardware, software, and network issues. The role ensures smooth daily IT operations by maintaining systems, supporting production-related technologies, and ensuring compliance with IT procedures and security protocols. The position provides critical hands-on assistance to maintain uptime for both office and production systems. Key Duties & Responsibilities User Support and Troubleshooting Provide on-site and remote technical support to end-users for desktops, laptops, printers, and other peripherals. Troubleshoot hardware, software, and connectivity issues promptly to minimize downtime. Assist in user account setup, password resets, and access permissions under supervision. Document all incidents, problems, and resolutions in the service log. Ensure timely escalation of unresolved issues to the Network & Systems Administrator. Hardware and Software Maintenance Perform installation, configuration, and upgrades of operating systems and business applications. Conduct preventive maintenance of IT hardware to ensure reliability and performance. Support inventory management for IT assets, ensuring tagging and documentation of all equipment. Replace faulty components and coordinate repairs with vendors when required. Monitor performance of IT equipment and make recommendations for replacement or upgrade. Network and Systems Support Assist in maintaining local area network (LAN) and internet connectivity within the plant. Monitor connectivity of production systems and report any anomalies or downtime immediately. Support configuration and troubleshooting of switches, access points, and cabling under guidance. Ensure all devices are connected securely within the company’s network structure. Data and Security Compliance Support implementation of data backup, antivirus updates, and security policies. Maintain strict confidentiality and ensure adherence to IT data protection standards. Report any security threats, system breaches, or unauthorized activities to the IT Manager. Educate users on safe computing practices and company IT usage policies. Production and ERP System Support Provide user-level support for SAP or other production-related software systems. Ensure terminals, barcode scanners, and production-linked devices are functioning efficiently. Collaborate with IT and operations teams to maintain stable system connections on the shop floor. Support installation of printers, label machines, and data capture systems for production reporting. Reporting and Coordination Maintain daily logs of IT activities, support tickets, and maintenance actions. Provide weekly summaries to the Network & Systems Administrator on support trends and issues. Participate in IT audits, inspections, and system reviews when required. Assist in training users on new hardware or software tools introduced at the plant.   Working Relationships Internal: Network & Systems Administrator (Plant) IT Manager Production, Maintenance, and Administrative Teams SCM, HR, and Finance Departments   External: IT Hardware and Software Vendors Internet Service Providers (ISPs) Equipment Repair Technicians and Service Contractors