Job Description:
TITLE: Production Support Engineer I ( 2nd Shift)
This role is responsible for providing world class on-site IT support for the Milwaukee Tool Distribution operation in Olive Branch, MS. Candidates must demonstrate keen business acumen as well as possess an elevated level of emotional intelligence and have a passion for support.
**Applicants must be authorized to work in the U.S.; Sponsorship is not available for this position.
Key Responsibilities
- Provide world-class incident management at the Tier 1 and 2 levels.
- Serves as the escalation point for the Tier 1 Support (e.g. IT Service Desk) and other Production Support personnel.
- Outstanding written and verbal communication and documentation skills, with service-oriented mindset with a focus on frictionless engagement.
- PC Deployment / Imaging
- Comply with established change management procedures and work collaboratively within the IT team to ensure a robust, stable computing environment.
- Work with vendors for network, telecommunications, and AV support.
- Utilize MDM (Mobile Device Management) systems to better manage devices used in distribution/manufacturing.
- Follow established procedures for critical incidents in mission-critical business operations.
- Based on aligned business priorities, focus on continuous improvement, and provide world class customer service and support.
- Support Enterprise technologies such as Warehouse Management Systems (WMS) and Enterprise Resource Planning (ERP) applications at the client level.
- Assist with the integration of new client technology into business systems processes and procedures.
- Establish strong business relationships (purposefully practice relationship management), communicate planned and unplanned outages effectively, and work with vendors, business partners, and IT to determine the most effective solution for Milwaukee Tool.
- Be part of an on-call schedule to guarantee continuous access to essential systems.
- Create knowledgebase articles for Production Support standard operating procedures.
- Ensure timely resolution of assigned tickets by focusing on meeting or exceeding SLAs, addressing “on hold” tickets, and prioritizing tickets open for more than 30 days.
- Plan and implement technology projects within scheduled timeframes and approved financial plans.
Skills and Experience
- ITIL Certification Preferred
- 3 - 5 years of work experience in providing production support to manufacturing, distribution, or other time sensitive/business critical operations
- Bachelor’s Degree or Equivalent Work Experience
- Advanced understanding/ability to support the Microsoft application stack, such as Windows 10, 11 / Office 365.
- Advanced understanding of Apple/Android mobile devices.
- Perform intermediate Active Directory functions including account creation, group modifications, password resets, etc.
- Intermediate knowledge of manufacturing, distribution, and business operations.
- Intermediate troubleshooting knowledge of handheld devices running Android or other Mobile Operating Systems in a manufacturing/distribution environment. Basic configuration changes within MDM (Mobile Device Management).
- Intermediate understanding of industry-specific Information Systems such as WMS, OEE, SPC, etc.
- Intermediate knowledge of Windows Server Operating Systems to support business critical applications.
- Comfortable working in a fast-paced, results-oriented, and sometimes highly stressful environment
- Comfortable working on a manufacturing or distribution shop floor utilizing aerial lifts to service IT equipment when required.
- Ability to lift bulky equipment up to 50lbs.
- Strong team player with the ability to work on projects and Production Support models with a diverse group of individuals across multiple departments.
- Works with Operational management to assess impact and urgency of critical and/or impactful issues.
- Works to align best practices across Production Support teams.
- Demonstrated ability to multi-task and manage competing priorities
- Intermediate Knowledge of ITSM frameworks and processes
- Provide technical input for escalated issues.
- Prioritize work based on key performance indicators (KPI) such as service level agreements (SLA).
- Helps define Production Support processes
- Stays connected with Solution Delivery teams to understand impacts of their changes, align on timing, and ensure adequate support handoff.
- Helps with onboarding and training new employees.
Milwaukee Tool is an equal opportunity employer.
