Network Support Technician - Cisco

Job Description

Job Description

Position Overview

We are seeking an IT/OT Support Specialist to provide hands-on technical support for both Information Technology (IT) and Operational Technology (OT) systems within a manufacturing environment.

This role combines desktop support, network troubleshooting, infrastructure support, and cybersecurity operations to ensure reliable and secure technology systems across the facility. The successful candidate will work directly with end users, manufacturing teams, and global support organizations to maintain critical business and production systems.

This is a highly visible, field-based support role requiring strong technical troubleshooting skills, excellent communication abilities, and a proactive approach to customer service.

Key Responsibilities

IT & OT Support

• Provide onsite technical support for factory IT and OT systems and end users.
• Troubleshoot hardware, software, network, and connectivity issues.
• Support collaboration technologies, conference rooms, and shared technology spaces.
• Maintain and troubleshoot manufacturing technology including scanners, kiosks, printers, and MES-related hardware.
• Install, configure, and support end-user devices and peripherals.
• Coordinate with internal teams and vendors to resolve technical issues.

Network & Infrastructure Support

• Support Cisco networking equipment and enterprise infrastructure.
• Assist with maintenance and troubleshooting of:
• • Network switches
  • Routers
  • Wireless access points
  • LAN/WAN environments
  • Wired and wireless connectivity
• Perform basic network diagnostics and connectivity troubleshooting.
• Support infrastructure upgrades and maintenance activities.

Cybersecurity & Compliance

• Execute IT/OT cybersecurity operational activities.
• Apply security controls, patches, and system updates.
• Monitor systems for security threats and unusual behavior.
• Serve as a first responder for cybersecurity incidents and escalate as needed.
• Assist with asset management, vulnerability remediation, and compliance activities.
• Ensure adherence to company policies, procedures, and security standards.

Customer & Site Support

• Deliver exceptional support to employees and business stakeholders.
• Communicate technical information clearly and professionally.
• Build strong relationships with users across the facility.
• Proactively identify opportunities to improve system reliability and user experience.

Required Qualifications

• Formal qualification, certification, or apprenticeship in Information Technology or related field.
• Minimum 2 years of professional IT support experience.
• Experience providing hands-on, onsite technical support.
• Familiarity with IT/OT environments, manufacturing systems, or industrial technologies.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service abilities.

Required Technical Skills

Cisco Networking & Infrastructure

• Experience supporting Cisco networking equipment.
• Knowledge of network switches, routers, and access points.
• Understanding of enterprise network infrastructure concepts.

Field IT Support

• Desktop and end-user support experience.
• Hardware troubleshooting and device deployment.
• Experience supporting users in operational or manufacturing environments.
• Comfortable working directly with end users and site personnel.

LAN/WAN & Wireless Networking

• Understanding of LAN and WAN environments.
• Experience supporting wireless networks and Wi-Fi connectivity.
• Knowledge of wired infrastructure and connectivity troubleshooting.

Preferred Qualifications

• Experience working in manufacturing, industrial, or factory environments.
• Knowledge of Microsoft 365, Windows operating systems, and iOS devices.
• Experience with ServiceNow or similar ticketing systems.
• ITIL knowledge or certification.
• Exposure to OT systems and industrial cybersecurity practices.
• Experience with asset management platforms.

Key Skills

• Desktop Support
• IT/OT Support
• Cisco Networking
• LAN/WAN Administration
• Wireless Networking
• Hardware Troubleshooting
• Cybersecurity Operations
• Microsoft 365
• ServiceNow
• Infrastructure Support
• Asset Management
• End-User Support

Ideal Candidate

The successful candidate will be:

• Technically strong and customer-focused.
• Comfortable working in a hands-on manufacturing environment.
• Proactive and solution-oriented.
• Approachable and confident interacting with employees at all levels.
• Able to explain technical concepts clearly to non-technical users.
• Self-motivated and capable of working independently.