End User Support Specialist

Arabelle Solutions; Sanand; On-site; INR 600,000 - 900,000; Full time

Job summary

Arabelle Solutions is seeking an End User Support Engineer to provide onsite and remote IT support for manufacturing plant employees, ensuring reliable operation of desktops, laptops, MS 365, AD, and shop floor IT systems.

You will work across infrastructure, MES and ERP interfaces, manage incidents, document procedures, and contribute to security compliance while delivering strong customer service in a fast-paced industrial environment.

Qualifications

• Bachelor'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 10/11, Microsoft 365, Active Directory, Azure AD / Entra ID, basic networking, printers, and ITSM platforms.

Responsibilities

• Provide Level 1 and Level 2 support for desktops, laptops, mobile devices, and peripherals.
• Troubleshoot hardware, software, OS, and application issues.
• Install, configure, and maintain Windows workstations and standard software.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and Office Suite.
• Manage user accounts, passwords, and access permissions via AD/Azure AD.
• Respond to incidents and service requests according to defined SLA targets.
• Support production floor computers, shop floor machines, label printers, tablets, and industrial workstations.
• Coordinate with MES/ERP teams to support shop floor applications.

Skills

End-user support

Windows 10/11

Microsoft 365

Active Directory

Azure AD / Entra ID

Networking basics

Printers & peripherals

ITSM platforms

Manufacturing experience

Customer service

Education

Bachelor's Degree or Diploma in IT / CS / Engineering

Tools

Wizmi

Intune

SCCM

Job description

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 Responsibilities

End User Support

• Provide 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 Support

• Support 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 Support

• Perform 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 elevate complex issues as required.
• Support audio/video conferencing systems and meeting room technologies.

Asset & Lifecycle Management

• Manage 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 Management

• Log, 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 & Compliance

• Ensure 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 Improvement

• Create 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 Qualifications

• Bachelor'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 10/11
  • Microsoft 365
  • Active Directory
  • Azure AD / Entra ID
  • Basic networking concepts (TCP/IP, DNS, DHCP)
  • Printers and peripheral devices
  • ServiceNow or other ITSM platforms

Preferred Skills

• Experience 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 Competencies

• Strong 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 Conditions

• Primarily 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-Time
Travel 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.