Deskside Support Engineer / Local IT Engineer (OT & Shopfloor Support)

Position: Deskside Support Engineer / Local IT Engineer (OT & Shopfloor Support)

Location: Israel

Experience: 7+ Years

Employment Type: Full-Time

Job Summary

We are seeking an experienced Deskside Support Engineer to provide onsite IT and Operational Technology (OT) support in a manufacturing/shopfloor environment. The role involves end-user support, infrastructure support, OT device support, incident management, and ensuring smooth IT operations at the site.

Key Responsibilities

• Provide onsite support for desktops, laptops, notebooks, mobile devices, printers, RF scanners, rugged devices, tablets, and peripherals.

• Troubleshoot hardware, software, operating system, and network connectivity issues.

• Setup and support printers, copiers, fax machines, RF guns, and telephony equipment.

• Deliver Smart Hands & Feet support for network, datacenter, and infrastructure devices.

• Support Operational Technology (OT) environments including PLCs, manufacturing plant IT systems, Zebra printers, RF scanners, rugged tablets, and industrial peripherals.

• Act as the primary IT contact and "Face of IT" for the site.

• Perform daily health checks and reporting for critical infrastructure and server environments.

• Coordinate with internal teams and external vendors to ensure business continuity.

• Lead and drive resolution of critical incidents (P1) with minimal downtime.

• Maintain data closets and oversee infrastructure-related activities.

• Manage IT assets and perform inventory audits as required.

• Handle incidents, service requests, changes, and problem tickets through ServiceNow.

• Create and maintain technical documentation, SOPs, and knowledge base articles.

• Follow ITIL processes and SLA requirements.

Required Skills & Qualifications

• Minimum 7 years of hands-on experience in Deskside Support, Onsite Support, or Local IT Engineering.

• Strong experience with Windows 10/11 and macOS installation, configuration, and troubleshooting.

• Hands-on experience providing support for network and datacenter equipment.

• Good knowledge of desktop hardware, software, and networking concepts.

• Expertise in troubleshooting desktops, laptops, printers, handheld devices, and peripherals.

• Experience supporting iOS, Android, tablets, and rugged devices.

• Knowledge of Windows imaging, SCCM deployments, Intune, Active Directory, and JAMF.

• Experience supporting RF scanners and Zebra label printers.

• Knowledge of Operational Technology (OT), PLCs, and manufacturing plant IT systems.

• Experience managing corporate and network printing solutions.

• Familiarity with Audio/Video systems and conference room technologies.

• Knowledge of Active Directory, Exchange Mailboxes, and Distribution Lists.

• Experience using remote support tools such as Bomgar, WebEx, and Remote Desktop tools.

• Understanding of ITIL processes and ticketing tools such as ServiceNow and BMC Remedy.

• Strong customer service, troubleshooting, and communication skills.

Preferred Skills

• Experience in manufacturing or shopfloor environments.

• Ability to handle critical situations and work independently.

• Strong analytical and problem-solving capabilities.

• Excellent verbal and written communication skills.

Additional Requirements

• Willingness to travel to other sites based on business requirements.

• Availability for on-call support during critical (P1) incidents outside business hours.

• Flexibility to work in rotational shifts.

Keywords: Deskside Support Engineer, IT Support Engineer, Local IT Engineer, Shopfloor Support, OT Support, PLC, ServiceNow, SCCM, Intune, Active Directory, JAMF, Zebra Printers, RF Scanners, Infrastructure Support, Manufacturing IT.