Onsite Support Services (OSS)

Intelligenz IT; Legnano; In loco; EUR 38.000 - 48.000; Tempo pieno

Descrizione del lavoro

Intelligenz IT is seeking an Onsite Support Services Engineer to join a global team delivering IT field services for an American multinational client in Legnago, Italy. You will ensure robust infrastructure, seamless operations, and high service quality across diverse environments, with a focus on IT/OT systems, security, and compliance.

The role emphasizes collaboration, incident resolution, and continuous improvement, including KPI tracking and AI-driven analytics.

Competenze

• Bachelor’s degree or at least 3 years of relevant working experience as Field Services Engineer.
• Experience in manufacturing IT environments is preferred.

Mansioni

• Act as single point of contact for IT and OT support across manufacturing, network, applications, HMI connectivity, printers, scanners, and cybersecurity.
• Coordinate with project staff and other service providers to ensure seamless connectivity to customer’s network, including LAN access, email replication, and server applications.
• Perform hardware installation and configuration for IT and OT equipment.
• Adhere to Incident Management and Request Fulfillment processes.
• Investigate, diagnose, and resolve Level 2 incidents; elevate unresolved issues per SLA.
• Track and report incident status, ensuring timely communication and resolution.
• Execute IMAC requests, including pre-work, installation, testing, and user orientation.
• Maintain accurate asset inventory in CMDB, perform audits, and manage lifecycle activities.
• Conduct daily stand‑ups, weekly reviews, and quarterly audits for compliance and continuous improvement.
• Provide KPI tracking, CSI plans, and monthly trend analysis using AI‑driven analytics.
• Deliver hands‑on support for LAN/Wi‑Fi infrastructure, server rooms, and data center operations.
• Troubleshoot network‑attached and locally attached devices, handheld devices, and shop floor equipment.
• Ensure adherence to Customer’s security, compliance, and safety guidelines, including PPE requirements.
• Provide training and maintain compliance reports.
• Manage Azure AD objects, including creation, modification, troubleshooting, and periodic audits.

Conoscenze

IT/OT Troubleshooting

LAN/Wi-Fi diagnostics

Server operations

Azure AD management

Active Directory

ITIL processes

CMDB management

Analytics & automation

Cross-functional coordination

Reporting documentation

Formazione

Bachelor’s degree or 3 years Field Services experience

Strumenti

ServiceNow

Digi Port servers

Barcode scanners

Industrial printers

Descrizione del lavoro

Role: Onsite Support Services (OSS)

Location: Legnago (shopfloor), Italy

Contract: 1 Year

Job Summary and Mission

You will serve as an Onsite Support Services Team coordinator, joining a dynamic global team dedicated to delivering world-class IT solutions and support. In this role, you will cater to the technology needs of a leading American multinational corporation specializing in heating, ventilation, and air conditioning (HVAC), refrigeration, and fire and security equipment, headquartered in Florida. Your work will ensure seamless operations, robust infrastructure, and exceptional service quality across diverse environments.

To empower operational excellence by providing reliable, innovative, and customer-focused IT field services that enable our client to maintain safety, comfort, and efficiency worldwide.

Summary of Key Responsibilities

The Onsite Support Services Engineer plays a critical role within the team, actively collaborating with colleagues to share knowledge, resolve complex issues, and contribute to projects. This position requires the ability to assess priorities based on business impact, deadlines, and associated risks, ensuring timely and effective delivery of infrastructure solutions that support organizational objectives.

Position responsibilities

• Act as the single point of contact for IT and OT support across manufacturing, network, applications, HMI connectivity, printers, scanners, and cybersecurity.
• Coordinate with project staff and other service providers to ensure seamless connectivity to customer’s network, including LAN access, email replication, and server applications.
• Perform hardware installation and configuration for IT and OT equipment.
• Adhere to Incident Management and Request Fulfillment processes.
• Investigate, diagnose, and resolve Level 2 incidents; elevate unresolved issues as per SLA.
• Track and report incident status, ensuring timely communication and resolution.
• Execute Install, Move, Add, Change (IMAC) requests, including pre-work, installation, testing, and user orientation.
• Maintain accurate asset inventory in CMDB, perform audits, and manage lifecycle activities from procurement to disposal.
• Conduct daily stand‑ups, weekly reviews, and quarterly audits for compliance and continuous improvement.
• Provide KPI tracking, CSI plans, and monthly trend analysis using AI‑driven analytics.
• Deliver hands‑on support for LAN/Wi‑Fi infrastructure, server rooms, and data center operations.
• Troubleshoot network‑attached and locally attached devices, handheld devices, and shop floor equipment.
• Ensure adherence to Customer’s security, compliance, and safety guidelines, including PPE requirements.
• Provide training and maintain compliance reports.
• Manage Azure AD objects, including creation, modification, troubleshooting, and periodic audits.

Education

• Bachelor’s degree, or at least 3 years of relevant working experience as Field Services Engineer

Required Skills, Knowledge & Abilities

Technical Expertise

• Strong troubleshooting skills for IT/OT systems, network infrastructure, and manufacturing devices.
• Proficiency in LAN/Wi‑Fi diagnostics, server operations, and hardware/software installation.
• Familiarity with Active Directory and Azure AD object management.

Process & Governance

• Knowledge of ITIL processes (Incident, Request, Change, Knowledge Management).
• Experience with CMDB tools (preferably ServiceNow) and asset lifecycle management.

Analytical & Automation

• Ability to leverage analytics and automation tools for proactive support and trend analysis.
• Competence in identifying process inefficiencies and implementing improvements.

Communication & Collaboration

• Strong coordination skills with cross‑functional teams, OEMs, and third‑party vendors.
• Effective reporting and documentation capabilities.

Compliance & Safety

• Understanding of security protocols, compliance standards, and factory safety requirements.

Preferred Qualifications

• Experience in manufacturing IT environments.
• Familiarity with barcode scanners, industrial printers, Digi Port servers, and shop floor systems.

Beneficial Skills, Knowledge & Abilities (Good To Have)

• Knowledge of/experience with Cisco Meraki
• Knowledge of/experience with Amazon Web Services (AWS)
• Service Now ticketing tool experience
• Manufacturing domain experience