IT Technical Support Engineer - Manufacturing
IT
Full Time
Dudley Park, South Australia
2021-12-15

Your Role

The main responsibility of this role is to ensure proper IT operations so that the Electrolux Manufacturing plant can remain operating at full capacity and that end users can accomplish business tasks. This includes resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support.

To support the factory a hands-on approach to troubleshooting and planning is required to assist the non IT technical teams to ensure issues are resolved quickly and changes are executed in a planned and timely manner.

For end user support, using email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, the IT Technical Support Engineer will contact end-users via phone or in person and/or provide clear, written instructions and technical manuals.

A Typical Day

  • Install and configure computer hardware operating systems and applications
  • Monitor and maintain computer systems and networks
  • Install configure and support bespoke computer systems designed to run the Electrolux manufacturing plant
  • Talk to staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
  • Troubleshoot system and network problems, diagnosing and solving hardware or software faults
  • Replace parts as required
  • Provide support, including procedural documentation and relevant reports
  • Follow diagrams and written instructions to repair a fault or set up a system
  • Support the roll-out of new applications
  • Set up new users' accounts and profiles and deal with password issues
  • Respond within agreed time limits to call-outs
  • Work continuously on a task until completion (or referral to third parties, if appropriate)
  • Following standard procedures for proper escalation of unresolved issues to the appropriate teams
  • Provide prompt and accurate feedback to customers
  • Ensure all issues are properly logged
  • Prioritize and manage many open cases at one time
  • Rapidly establish a good working relationship with customers

In this role, you will be dealing with Electrolux’s Internal customers. You should be confident in dealing with all levels of management.

In Electrolux, we encourage open communication at all levels and put emphasis in dealing with our customers as well as colleagues with integrity and respect. You will be working in Dudley Park Adelaide, Australia on regular working hours and may be required to travel to other sites.

Who You Are

  • Someone with distinctive troubleshooting and problem-solving skills
  • Experienced with IT in manufacturing or similar industrial situations
  • Intermediate knowledge of VMware
  • Advanced knowledge of Windows Server 2012 and above and Active Directory
  • Knowledge of the use of PLC’s (programmable logic controller) in industry
  • Knowledge of ITSM processes (ITIL esp. Change / Incident)
  • Advanced analytical skills and attention to detail
  • Proven ability to quickly learn new technologies, processes, and procedures
  • Have the ability to work as an effective and contributing team member
  • Ability to provide step-by-step technical help, both written and verbal
  • Work on projects aside to the day to day operations 
  • Excellent verbal and written communication skills & client service skills
  • Professional image with the ability to form good partner relationships across functions
  • Different roles & responsibilities may be assigned to this position according to changes in the supported business area

Education

  • Bachelors degree in Information Technology, Computer Science or relevant field
  • English Fluency both written and verbal
  • Ability to diagnose and troubleshoot technical issues 
  • Microsoft certification in (MCSE), (MOS), Linux, Cisco or similar technologies
  • General networking TCP/IP, DHCP, DNS (CCNA certified is preferred)

Experience

  • Proven 5-10 years’ work experience in IT Lead, Technical Support, Desktop Support Engineer, or similar role in an Enterprise environment.  Experience supporting a manufacturing or industrial environment would be a distinct advantage.

Keeping you Healthy and Safe

We want you to return home in even better shape than when you started, so we need you to help us do this by making sure you follow a few simple steps. We need you to:

  • Make sure you take reasonable care for your own health and safety, and
  • Take reasonable care that what you do (or what you don’t do when you should have) doesn’t affect the health and safety of others, and
  • Follow reasonable instructions that we might give from time-to-time, such as reporting incidents and hazards, and
  • Follow policies or procedures, so long as it’s reasonable and we’ve told you about it, and 
  • Attend training that helps you to work safely 

Apply now

We encourage you to apply as soon as possible as candidates will be interviewed continuously. The position may be filled prior to the date described as 'Apply by'