Onsite Support Services

Job Description

Appealing Points:

• Opportunity to work with cutting-edge IT and OT technologies in a global manufacturing environment.
• Hands-on exposure to advanced infrastructure, automation, and AI-driven analytics for continuous improvement.
• Collaborative role with a world-leading HVAC and industrial technology company, offering strong career growth and technical development.

Annual salary: 5 million and above

Job Description:

• You will serve as an Onsite Support Services Engineer, joining a dynamic global team dedicated to delivering world-class IT solutions and support. In this role, you will cater to the technology needs of a leading American multinational corporation specializing in heating, ventilation, and air conditioning (HVAC), refrigeration, and fire and security equipment, headquartered in Florida. Your work will ensure seamless operations, robust infrastructure, and exceptional service quality across diverse environments.

Job Responsibilities:

• Act as the single point of contact for IT and OT support across manufacturing, network, applications, HMI connectivity, printers, scanners, and cybersecurity.
• Coordinate with project staff and other service providers to ensure seamless connectivity to customer’s network, including LAN access, email replication, and server applications.
• Perform hardware installation and configuration for IT and OT equipment.
• Adhere to Incident Management and Request Fulfillment processes.
• Investigate, diagnose, and resolve Level 2 incidents; escalate unresolved issues as per SLA.
• Track and report incident status, ensuring timely communication and resolution.
• Execute Install, Move, Add, Change (IMAC) requests, including pre-work, installation, testing, and user orientation.
• Maintain accurate asset inventory in CMDB, perform audits, and manage lifecycle activities from procurement to disposal.
• Conduct daily stand-ups, weekly reviews, and quarterly audits for compliance and continuous improvement.
• Provide KPI tracking, CSI plans, and monthly trend analysis using AI-driven analytics.
• Deliver hands-on support for LAN/Wi-Fi infrastructure, server rooms, and data center operations.
• Troubleshoot network-attached and locally attached devices, handheld devices, and shop floor equipment.
• Ensure adherence to Customer’s security, compliance, and safety guidelines, including PPE requirements.
• Provide training and maintain compliance reports.
• Manage Azure AD objects, including creation, modification, troubleshooting, and periodic audits.

Job Qualification:

• Bachelor’s degree, or at least 3 years of relevant working experience as Field Services Engineer

Technical Expertise:

• Strong troubleshooting skills for IT/OT systems, network infrastructure, and manufacturing devices.
• Proficiency in LAN/Wi-Fi diagnostics, server operations, and hardware/software installation.
• Familiarity with Active Directory and Azure AD object management.

Process & Governance:

• Knowledge of ITIL processes (Incident, Request, Change, Knowledge Management).
• Experience with CMDB tools (preferably ServiceNow) and asset lifecycle management.

Analytical & Automation:

• Ability to leverage analytics and automation tools for proactive support and trend analysis.
• Competence in identifying process inefficiencies and implementing improvements.

Communication & Collaboration:

• Strong coordination skills with cross-functional teams, OEMs, and third-party vendors.
• Effective reporting and documentation capabilities.

Compliance & Safety:

• Understanding of security protocols, compliance standards, and factory safety requirements.

Preferred Qualifications:

• Experience in manufacturing IT environments.
• Familiarity with barcode scanners, industrial printers, Digi Port servers, and shop floor systems.

Good to have:

• Knowledge of/experience with Cisco Meraki
• Knowledge of/experience with Amazon Web Services (AWS)
• Service Now ticketing tool experience
• Manufacturing domain experience

Language Skills: Fluent level Japanese (JLPT N2) and Business level English

Company Description 

One of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. 

Their unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. 

Headquartered in the U.S., this company is one of the Fortune 500 companies and is consistently listed among the most admired companies in the world.

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