Onsite Support Engineer

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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.