IT Site Support Specialist

External Job Description

Summary
The IT Support Specialist works closely with other internal teams to assist in repair, maintenance, deploying, & troubleshooting of plant and staff equipment. This includes Desktops, Laptops, plant equipment computers, peripheral devices (printers scanners etc.) The primary focus is on maintaining high uptime for plant equipment, and minimal disruption to staff due to IT issues. Strong interpersonal skills, communication skills, and attendance are a must. Job is in-plant, on site, and does not allow for WFH option.

Role & Responsibilities:

• Complying with all JELD-WEN EH&S, legal, policies, standards, rules, & programs.
• Serve as the primary on-site responder for all IT incidents, for hardware, software, network, and peripheral issues.
• Install, configure, and maintain desktop computers, laptops, printers, scanners, barcode readers, and mobile devices.
• Support plant machines, manufacturing control systems.
• Administer local network infrastructure: switches, routers, wireless access points, and VPN gateways.
• Provide first-level support for ERP, MES, CRM, and other line-of-business applications; escalate complex issues as needed.
• Document requests, incidents, maintain an accurate IT asset inventory, and support procurement of replacement hardware in IT Ticketing System.
• Plan and execute regular backups of plant machine computers, verify backup integrity, and conduct periodic restoration tests to ensure rapid disaster recovery of production systems.
• Train end users on standard operating procedures, new software features, and security best practices. Write SOPs if required.
• Contribute to business continuity planning by testing backup/restoration procedures and ensuring up-to-date disaster-recovery documentation.
• Oversee and execute the installation of data and phone cabling infrastructure for additions, moves, and changes at plants/sites.

Abilities:

• Self-starter with the ability to prioritize and manage multiple requests in a fast-paced production environment.

• Strong customer service orientation and a collaborative mindset.
• Attention to detail when documenting changes, following processes, and maintaining inventory.
• Adaptability to change technology landscapes and evolving business requirements.
• Physical ability to lift and install hardware (up to 25 kg), climb ladders, and access server cabinets. The ability to operate skyjack and work at heights is a plus.
• Willingness to participate in occasional after-hours support for critical incidents.
• Strong understanding of older versions of Microsoft Windows and DOS systems a plus.

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or related field, with 3-5- years on-site IT support experience in a manufacturing or industrial environment.
• Strong understanding of ITIL concepts and processes
• Experience with IT Ticketing System, Service-NOW preferred.
• Proven track record supporting Microsoft Windows
• Hands-on experience with network administration: TCP/IP, DHCP, DNS, VLANs, firewalls, and wireless technologies.
• Exposure to industrial automation systems (Allen-Bradley, Schneider Electric) and SCADA/MES integration.
• Strong understanding of cybersecurity fundamentals, endpoint protection, and patch management processes.
• Excellent analytical, troubleshooting, and communication skills, with the ability to explain technical concepts to non-technical staff.
• IT certifications such as CompTIA A+/Network+, Microsoft MCSA/MCSE, or Cisco CCNA are highly desirable.

#LI-RM1

#JWCanada

Internal Job Description

Summary
The IT Support Specialist works closely with other internal teams to assist in repair, maintenance, deploying, & troubleshooting of plant and staff equipment. This includes Desktops, Laptops, plant equipment computers, peripheral devices (printers scanners etc.) The primary focus is on maintaining high uptime for plant equipment, and minimal disruption to staff due to IT issues. Strong interpersonal skills, communication skills, and attendance are a must. Job is in-plant, on site, and does not allow for WFH option.

Role & Responsibilities:

• Complying with all JELD-WEN EH&S, legal, policies, standards, rules, & programs.
• Serve as the primary on-site responder for all IT incidents, for hardware, software, network, and peripheral issues.
• Install, configure, and maintain desktop computers, laptops, printers, scanners, barcode readers, and mobile devices.
• Support plant machines, manufacturing control systems.
• Administer local network infrastructure: switches, routers, wireless access points, and VPN gateways.
• Provide first-level support for ERP, MES, CRM, and other line-of-business applications; escalate complex issues as needed.
• Document requests, incidents, maintain an accurate IT asset inventory, and support procurement of replacement hardware in IT Ticketing System.
• Plan and execute regular backups of plant machine computers, verify backup integrity, and conduct periodic restoration tests to ensure rapid disaster recovery of production systems.
• Train end users on standard operating procedures, new software features, and security best practices. Write SOPs if required.
• Contribute to business continuity planning by testing backup/restoration procedures and ensuring up-to-date disaster-recovery documentation.
• Oversee and execute the installation of data and phone cabling infrastructure for additions, moves, and changes at plants/sites.

Abilities:

• Self-starter with the ability to prioritize and manage multiple requests in a fast-paced production environment.

• Strong customer service orientation and a collaborative mindset.
• Attention to detail when documenting changes, following processes, and maintaining inventory.
• Adaptability to change technology landscapes and evolving business requirements.
• Physical ability to lift and install hardware (up to 25 kg), climb ladders, and access server cabinets. The ability to operate skyjack and work at heights is a plus.
• Willingness to participate in occasional after-hours support for critical incidents.
• Strong understanding of older versions of Microsoft Windows and DOS systems a plus.

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or related field, with 3-5- years on-site IT support experience in a manufacturing or industrial environment.
• Strong understanding of ITIL concepts and processes
• Experience with IT Ticketing System, Service-NOW preferred.
• Proven track record supporting Microsoft Windows
• Hands-on experience with network administration: TCP/IP, DHCP, DNS, VLANs, firewalls, and wireless technologies.
• Exposure to industrial automation systems (Allen-Bradley, Schneider Electric) and SCADA/MES integration.
• Strong understanding of cybersecurity fundamentals, endpoint protection, and patch management processes.
• Excellent analytical, troubleshooting, and communication skills, with the ability to explain technical concepts to non-technical staff.
• IT certifications such as CompTIA A+/Network+, Microsoft MCSA/MCSE, or Cisco CCNA are highly desirable.

#LI-RM1

#JWCanada