Tech Ops Support Specialist - Shockwave

Role Summary

The Tech Ops Support Specialist is an early-career technical role responsible for day-to-day support of on-site technology services that enable manufacturing operations. Working closely with the Site Delivery Lead, Engineering, and the Site Support Team, this role helps deliver reliable, secure, and cost-effective support for infrastructure, field devices, and standard manufacturing products. The specialist will learn and contribute to service requests, incident response, preventive maintenance, vendor coordination, and documentation to support audit and validation needs.

Key Responsibilities

• Provide first- and second-line technical support for site infrastructure and manufacturing devices (MLL PCs, network, printers, scanners, RF guns, PCs, local storage).
• Respond to incidents, perform initial troubleshooting, escalate appropriately, and assist with corrective actions and follow-up.
• Assist with preventive maintenance tasks and basic lifecycle activities for local equipment and systems.
• Support setup, configuration, and maintenance of endpoints and local peripherals used on the plant floor.
• Support TS (technical services) application basics, escalate application issues, and help coordinate with central TS/application teams.
• Maintain accurate logs, incident records, and local documentation for processes, validation, and audits.
• Participate in small project tasks and change requests; support Agile ways of working where applicable.
• Coordinate with third-party vendors for service requests and onsite repairs under guidance from the Site Delivery Lead.
• Assist in business continuity and disaster recovery readiness activities and scheduled maintenance windows.
• Contribute to basic operational dashboards and metrics tracking (SLA adherence, incident counts, MTTR).

Required Qualifications

• 2+ years of experience in IT support, service desk, field services, or manufacturing IT/OT support.
• Associate or Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent hands-on experience.
• Practical knowledge of Windows OS, basic Linux exposure preferred.
• Basic networking knowledge (TCP/IP, Wi‑Fi, switches, VLANs) and familiarity with endpoint management.
• Experience or exposure to troubleshooting printers, barcode scanners, RF devices, and PC hardware.
• Good verbal and written communication skills; able to create clear incident notes and basic technical documentation.
• Willingness to work occasional off-hours for incidents or maintenance windows and to be present on the plant floor.

Desired Certifications & Skills

• ITIL Foundation or interest in obtaining it.
• CompTIA A+ or Network+ is a plus.
• Familiarity with storage concepts, virtualization basics, or cloud fundamentals is helpful.
• Basic understanding of manufacturing systems (MES interfaces, RF workflows) is an advantage.
• Strong problem-solving mindset and eagerness to learn RCA facilitation.
• Team player with ability to follow processes and escalate when required.

Working Relationships

• Direct: Site Delivery Lead, Site Support Team, local TS resources.
• Cross-functional: Site Leader, Operations, Automation (OT), Facilities, Quality, Procurement, Security, Finance.
• External: Third-party vendors and on-site field service partners.

Other

• This hybrid role requires a minimum of three onsite days per week and a visible plant-floor presence to support operations.
• Opportunity for career growth into senior TS, field services, or technical delivery roles with demonstrated performance and learning.