Onsite Support Engineer OSS

The OSS Engineer is responsible for delivering onsite End User Services (EUS), workplace support, and productionsite 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. • Valid driving license is required. About Infosys Infosys is a global leader in next-generation digital services and consulting. We enable clients in 59 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, in 59 countries, as they navigate their digital transformation powered by cloud and AI. We enable them with an AI-first core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem. We are deeply committed to being a well-governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace. All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer