The OSS Engineer is responsible for delivering onsite End User Services (EUS), workplace support, and production-site IT/OT support services to ensure stable, secure, and uninterrupted business and manufacturing operations. The role acts as the local IT representative on Client site, providing hands-on support for end-user devices, production-related workstations, IoT/OT-connected equipment, and coordination with infrastructure, application, automation, and third-party vendor teams.
Key Responsibilities: OSS / Onsite Support Services:
Act as the primary onsite IT contact for business users and production teams.
Provide physical touch support for IT infrastructure and workplace technologies.
Provide deskside support for Windows workstations, laptops, mobile devices, and tablets.
Install, Move, Add, Change, and Decommission (IMACD) user devices and peripherals.
Support Microsoft Office and standard corporate applications.
Manage hardware lifecycle activities, asset tracking, and inventory management.
Participate in major incident resolution and business continuity activities.
Coordinate with Service Desk, Infrastructure, Workplace, Security, and Application teams.
Support field services, vendor escorting, hardware installations, and cabling activities.
Ensure compliance with Client IT policies, operational procedures, and safety requirements.
IT/OT & IoT Support:
Provide first-line support for production-related workstations and manufacturing systems.
Support local manufacturing applications, MES environments, and related interfaces.
Assist automation vendors and third-party partners during production system maintenance and troubleshooting.
Perform physical inspection and basic troubleshooting of IoT devices, sensors, cameras, gateways, and edge devices.
Verify power, cabling, connectivity, and network availability of IoT-enabled equipment.
Support approved device replacement activities and maintain asset records.
Assist with OT/IT integration activities while adhering to defined escalation processes.
Provide hands-and-feet support for production-critical systems and connected manufacturing environments.
Coordinate with OT, Automation, Network, Security, and Infrastructure teams for issue resolution.
Vendor & Stakeholder Management:
Coordinate with automation vendors, application vendors, network providers, and third-party support teams.
Escort and supervise external vendors during onsite activities.
Ensure proper documentation, communication, and closure of vendor-related incidents and service requests.
Maintain effective collaboration with business users and production stakeholders.
Required Technical Skills:
Windows 10/11 Administration
Microsoft 365 Applications
Active Directory & User Administration
Hardware and Asset Management
Networking Fundamentals (LAN, VLAN, TCP/IP, VPN)
Printing Technologies
ITSM Tools (ServiceNow, Remedy, etc.)
Knowledge of Production Environments and OT Operations
Manufacturing IT Environment Exposure
Incident, Problem, and Change Management Processes
Soft Skills:
Strong troubleshooting and analytical abilities
Excellent customer service orientation
Ability to work independently in remote site locations
Effective communication and stakeholder management
Vendor coordination and teamwork
Capability to work in on-call and business-critical support environments
Experience:
3–8 years of End User Support / OSS experience.
Experience supporting manufacturing, industrial, or mill environments preferred.
Experience in EUS, onsite support, and IT/OT integrated environments is highly desirable.
A valid driving license should be considered mandatory. Several support locations may require travel to nearby sites as part of service delivery activities. Given the limited availability of public transportation in certain locations, the ability to travel independently will be essential for supporting operational requirements effectively.
Mandatory Skills
Windows 10/11/Microsoft 365/Active Directory/User Administration/Hardware Asset Management/Networking (LAN/VLAN/TCP-IP/VPN)/ITSM (ServiceNow/Remedy)
Incident/Problem/Change Management/Production OT Support/Manufacturing IT
