IT Operations Professional 3

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: IT Operations Professional 3

Location(s): Walpole, MA

Overview
Provide hands-on, onsite IT support for a manufacturing facility, ensuring reliable operation of end-user systems, network infrastructure, and site-specific devices. This role requires strong technical troubleshooting, physical presence on the floor, and effective user interaction.

Key Responsibilities

• Deliver daily onsite IT support (Monday-Friday, 8 hours/day) for desktops, laptops, and peripheral devices.
• Support and troubleshoot networking and server infrastructure, including cabling, physical topology, and connectivity issues.
• Maintain and support manufacturing IT equipment such as label printers, handheld scanners, and wireless devices.
• Perform routine floor walks and system checks across a large facility.
• Handle ticket intake and resolution for Level 1/Level 2 issues in a global "follow-the-sun" support model.
• Investigate and resolve recurring technical issues; perform root cause analysis where applicable.
• Escalate unresolved incidents and major issues to the Site Management Infrastructure (SMI) team.
• Stay current with IT service updates, migration activities, and enterprise tools.
• Install, configure, and migrate PCs, including application deployment and data transfer.
• Provide clear communication to end users, translating technical issues into business-friendly language.

Required Qualifications

• Bachelor's degree or equivalent practical experience.
• 3-5 years of experience in deskside support, IT support, or systems analyst roles.
• Strong customer service and interpersonal skills, with the ability to support users of varying technical levels.
• Ability to work effectively in global and cross-functional teams.
• Strong problem-solving skills and sound judgment in issue escalation.

Technical Skills

• Windows 10/11 and Microsoft Office 365 in enterprise environments.
• Networking fundamentals: TCP/IP, DHCP, VLANs, and basic network troubleshooting.
• Server support, including configuration, iLO setup, and vulnerability remediation.
• Mobile device support (iOS and Android).
• Experience with Intune and Azure Active Directory.
• Identity and access management, including MFA setup.
• ServiceNow for incident and request management.
• Support for manufacturing IT devices (e.g., label printers, handheld Wi-Fi scanners).

Physical Requirements

• Ability to walk extensively throughout a large facility for daily support activities.
• Ability to lift up to 50 lbs for hardware installation and decommissioning.
  

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.