IT Support Associate - Level II

Job Description:

Responsibilities

• Provide IT production and operational support for assigned manufacturing areas in accordance with documented processes and service-level agreements (SLAs).
• Lead and support Manufacturing IT systems, including Apriso (MOM/MES), enabling production execution, traceability, quality management, and reporting across shop-floor operations.
• Design, maintain, and secure manufacturing IT/OT infrastructure (servers, networks, virtualization, backups, and cybersecurity) to ensure high availability, reliability, and compliance with plant and corporate standards.
• Integrate shop-floor automation and control systems (PLC, SCADA, HMI) with MES, ERP, and data platforms to enable real-time production visibility and closed-loop manufacturing.
• Diagnose, troubleshoot, and resolve IT hardware, software, and application issues using established department standards; escalate issues as required when resolution is not achievable.
• Manage incidents and service requests using the Incident Management system, ensuring accurate logging, tracking, resolution, and trend analysis.
• Support Industry 4.0 initiatives, including digitalization, smart factory solutions, IIoT connectivity, data analytics, and paperless manufacturing to improve productivity and decision-making.
• Collaborate with manufacturing, quality, engineering, maintenance, vendors, and corporate IT teams to gather requirements, deploy solutions, and support continuous improvement initiatives.
• Provide lifecycle support and governance for Manufacturing IT systems, including upgrades, change management, vendor coordination, documentation, and compliance with IT/OT standards.
• Deliver one-on-one coaching and training to less experienced associates on IT support tools, systems, and processes.
• Support additional IT responsibilities and projects as assigned.