Onsite Support Engineer OSS-|Kemi_Finland

Infosys Limited; Finland; Remote; EUR 42,000 - 60,000; Full time

Job summary

Infosys Limited seeks an experienced OSS Engineer for onsite End User Services at a production site in Kemi, Finland. You will be the local IT contact for business users and production teams, delivering deskside support for Windows devices and supporting IT/OT environments in collaboration with multiple internal teams.

The role requires strong troubleshooting, stakeholder management, and the ability to operate in on-call, business-critical situations at a manufacturing site.

Qualifications

• Windows 10/11 administration and desktop support.
• Expertise with Microsoft 365 applications.
• Active Directory and user administration.
• Hardware lifecycle management and asset management.
• Networking fundamentals (LAN, VLAN, TCP/IP, VPN).
• Printing technologies support.
• Familiarity with ITSM tools (ServiceNow, Remedy).
• Knowledge of production environments and OT operations.
• Experience with incident, problem and change-management processes.

Responsibilities

• Act as the primary onsite IT contact for business users and production teams.
• Provide deskside support for Windows workstations, laptops, mobile devices and tablets.
• IMACD for user devices and peripherals.
• Support Microsoft Office and standard corporate applications.
• Manage hardware lifecycle activities and asset inventory.
• Coordinate with Service Desk, Infrastructure, Workplace, Security and Applications teams.
• Escort and supervise external vendors during onsite activities.
• Ensure compliance with client IT policies and safety requirements.
• Provide first-line support for production-related workstations and manufacturing systems.
• Support local manufacturing applications and MES environments.
• Assist automation vendors during production system maintenance and troubleshooting.
• Perform basic troubleshooting of IoT devices, sensors, cameras, gateways and edge devices.
• Verify power, cabling, connectivity and network availability of IoT equipment.
• Support device replacement activities and maintain asset records.
• Assist with OT/IT integration and escalation processes.
• Provide hands-on support for production-critical systems.
• Coordinate with OT, Automation, Network, Security and Infrastructure teams.

Skills

Windows 10/11 Administration

Microsoft 365 Applications

Active Directory & User Administration

Hardware and Asset Management

Networking Fundamentals

Printing Technologies

Incidents, Problems & Change Mgmt

Production Environments & OT Ops

Manufacturing IT Exposure

ITSM-Tools (incident & ticketing)

Tools

ServiceNow

Remedy

Job description

Role: Technical Support Specialist

Location: Kemi, Finland

Position Summary

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