End User Support Specialist

Powerstatic Solutions India Private Limited; Sanand; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Powerstatic Solutions India Private Limited is seeking an experienced End User Support Engineer to provide on-site and remote IT support for manufacturing plant employees. You will ensure reliable operation of end-user devices, business applications, network connectivity, printers, and shop floor IT systems, while minimizing downtime and delivering excellent customer service.

You will troubleshoot Desktop/Laptop issues, manage AD/Azure AD, support MS 365, and assist with MES/ERP/SCADA

Qualifications

• 5+ years of IT end-user support experience.
• Experience supporting manufacturing or industrial environments preferred.
• Strong knowledge of Windows 10/11, Microsoft 365, AD, Azure AD, and basic networking.
• Experience with printers and peripheral devices.
• Familiarity with MES/ERP/SCADA is preferred.

Responsibilities

• Provide Level 1 and Level 2 support for desktops, laptops, mobile devices, and peripherals.
• Support production floor computers and shop floor IT systems to minimize downtime.
• Coordinate with application owners to support MES, ERP, and shop floor applications.
• Handle IT asset inventory, lifecycle management, and device deployment.
• Log, track, and resolve incidents per defined SLAs and contribute to problem management.
• Assist with security/compliance, patching, and endpoint protection.
• Create and maintain technical documentation and user guidance.

Skills

Windows 10/11

Microsoft 365

Active Directory

Azure AD/Entra ID

Networking basics

Printers & peripherals

Intune

SCCM

ITIL

ITSM tooling

Education

Bachelor’s Degree in IT/CS/Engineering

Tools

ServiceNow

Intune

SCCM

Job description

The End User Support Engineer is responsible for providing onsite and remote IT support to manufacturing plant employees, ensuring reliable operation of end-user devices, business applications, network connectivity, printers, and shop floor IT systems. The role focuses on minimizing downtime, supporting production-critical IT infrastructure, and delivering excellent customer service to plant users.Key ResponsibilitiesEnd User SupportProvide Level 1 and Level 2 support for desktops, laptops, mobile devices, and peripherals.Troubleshoot hardware, software, operating system, and application issues.Install, configure, and maintain Windows-based workstations and standard software packages.Support Microsoft 365 applications including Outlook, Teams, OneDrive, and Office Suite.Manage user accounts, passwords, and access permissions through Active Directory and Azure AD.Respond to incidents and service requests according to defined SLA targets.Manufacturing Site SupportSupport production floor computers, shop floor machines, label printers, tablets, and industrial workstations.Assist with IT-related issues impacting manufacturing operations.Coordinate with application owners to support Manufacturing Execution Systems (MES), ERP, and shop floor applications.Ensure availability of IT devices used in production, logistics, warehouse, and quality control areas.Infrastructure SupportPerform basic troubleshooting of LAN, Wi-Fi, and network connectivity issues.Support network equipment including switches, access points, and cabling under guidance from infrastructure teams.Monitor IT equipment health and escalate complex issues as required.Support audio/video conferencing systems and meeting room technologies.Asset & Lifecycle ManagementManage IT asset inventory, tracking, and documentation.Prepare and deploy new laptops, desktops, and mobile devices.Coordinate hardware replacements, upgrades, and warranty repairs.Maintain accurate records in ITSM and asset management systems.Incident & Problem ManagementLog, track, and resolve support tickets using Wizmi.Follow incident, change, and problem management processes.Escalate unresolved issues to higher-level support teams.Participate in root cause analysis for recurring incidents.Security & ComplianceEnsure compliance with corporate IT security policies.Support antivirus, endpoint protection, and patch management activities.Report and address security vulnerabilities and incidents.Assist with IT audits and compliance requirements.Documentation & Continuous ImprovementCreate and maintain technical documentation, standard operating procedures, and knowledge articles.Identify opportunities to improve support processes and user experience.Provide end-user training and guidance on IT best practices.Required QualificationsBachelor's Degree or Diploma in Information Technology, Computer Science, Engineering, or related field.5+ years of IT end-user support experience.Experience supporting manufacturing or industrial environments preferred.Strong knowledge of:Windows 10/11Microsoft 365Active DirectoryAzure AD / Entra IDBasic networking concepts (TCP/IP, DNS, DHCP)Printers and peripheral devicesServiceNow or other ITSM platformsPreferred SkillsExperience with manufacturing systems (ERP, MES, SCADA, Industrial PCs).Familiarity with Intune, SCCM, and endpoint management tools.Experience supporting warehouse technologies and barcode systems.Basic understanding of cybersecurity best practices.Knowledge of ITIL framework.Key CompetenciesStrong troubleshooting and analytical skills.Excellent customer service and communication skills.Ability to work independently in a fast-paced manufacturing environment.Strong organizational and documentation skills.Proactive approach to problem solving.Ability to prioritize multiple support requests effectively.Working ConditionsPrimarily based at a manufacturing plant.May require support during production shifts, weekends, or planned maintenance windows.Occasional lifting and installation of IT equipment.Key Performance Indicators (KPIs)Ticket resolution within SLA.First-call resolution rate.End-user satisfaction score.Reduction of recurring incidents.Asset inventory accuracy.Production-critical incident response time.Experience Level: 5+ Years (Mid-Level)Employment Type: Full-TimeTravel Requirement: Minimal, occasional support to nearby sites if required.Join us and work with global teams to support global customers ! At Arabelle Solutions, we have team members of more than 49 nationalities spread across 16 countries.At Arabelle Solutions, we know diversity makes teams and business stronger.