Onsite Support Engineer

The OSS Engineer is responsible for delivering onsite End User Services (EUS), workplace support, and production-site IT/OT support services to ensure stable, secure, and uninterrupted business and manufacturing operations. The role acts as the local IT representative on Client site, providing hands-on support for end-user devices, production-related workstations, IoT/OT-connected equipment, and coordination with infrastructure, application, automation, and third-party vendor teams. Key Responsibilities OSS / Onsite Support Services • Act as the primary onsite IT contact for business users and production teams. • Provide physical touch support for IT infrastructure and workplace technologies. • Provide deskside support for Windows workstations, laptops, Mobile devices, and tablets. • Install, Move, Add, Change, and Decommission (IMACD) user devices and peripherals. • Support Microsoft Office and standard corporate applications. • Manage hardware lifecycle activities, asset tracking, and inventory management. • Participate in major incident resolution and business continuity activities. • Coordinate with Service Desk, Infrastructure, Workplace, Security, and Application teams. • Support field services, vendor escorting, hardware installations, and cabling activities. • Ensure compliance with Client IT policies, operational procedures, and safety requirements. IT/OT & IoT Support • Provide first-line support for production-related workstations and manufacturing systems. • Support local manufacturing applications, MES environments, and related interfaces. • Assist automation vendors and third-party partners during production system maintenance and troubleshooting. • Perform physical inspection and basic troubleshooting of IoT devices, sensors, cameras, gateways, and edge devices. • Verify power, cabling, connectivity, and network availability of IoT-enabled equipment. • Support approved device replacement activities and maintain asset records. • Assist with OT/IT integration activities while adhering to defined escalation processes. • Provide hands-and-feet support for production-critical systems and connected manufacturing environments. • Coordinate with OT, Automation, Network, Security, and Infrastructure teams for issue resolution. Vendor & Stakeholder Management • Coordinate with automation vendors, application vendors, network providers, and third-party support teams. • Escort and supervise external vendors during onsite activities. • Ensure proper documentation, communication, and closure of vendor-related incidents and service requests. • Maintain effective collaboration with business users and production stakeholders. Required Technical Skills • Windows 10/11 Administration • Microsoft 365 Applications • Active Directory & User Administration • Hardware and Asset Management • Networking Fundamentals (LAN, VLAN, TCP/IP, VPN) • Printing Technologies • ITSM-Tools (ServiceNow, Remedy, etc.) • Knowledge of Production Environments and OT Operations • Manufacturing IT Environment Exposure • Incident, Problem, and Change-Management Processes Soft Skills • Strong troubleshooting and analytical abilities • Excellent customer service orientation • Ability to work independently in remote site locations • Effective communication and stakeholder management • Vendor coordination and teamwork • Capability to work in on-call and business-critical support environments Experience • 3–8 years of End User Support / OSS experience. • Experience supporting manufacturing, industrial, or mill environments preferred. • Experience in EUS, onsite support, and IT/OT integrated environments is highly desirable.