IT Support Specialist (FT) @ IPG Photonics - Oxford, MA
Job Overview
4 months ago
IT Support Specialist (FT)
IPG Photonics - Oxford, MA
- Provide 1st and 2nd level support and troubleshooting for production control and traceability platform. Provide day-to-day user support.
- Works with end-users, troubleshoots issues, and provides ongoing production support, and works with database administrators and programmers
- Directly assist manufacturing and production teams with support and troubleshooting.
- Record and process requests for support received by phone, email, or ticket system.
- Responsible for setup and administration of user accounts.
- Monitor, triage, and manage IT support tickets including troubleshooting to resolve issues.
- Coordinate and/or perform validation of various modules and features as they are implemented.
- Escalate unresolved issues/questions.
- Support product upgrades and projects, including active engagement in the testing of new features and functionality.
- Coordinate and assist with end-user training including development of system documentation and training materials.
- Develop ongoing reports needed by the business to improve information and decision-making.
- Support SOX audits.
- Demonstrate initiative and job knowledge by suggesting ideas, discovering new and better ways of accomplishing goals.
REQUIRED QUALIFICATIONS:
- Minimum 3 years of hands-on experience with MS Dynamics NAV 2013 or higher versions or Equivalent ERP
- Experience working in the manufacturing environment and business system analysis
- Effective communication with production and manufacturing departments to ensure proactive support and administration, including support for new product rollouts.
- Builds and maintains positive customer relationships; meets customer needs
- Exceptional customer service and communication skills to convey competence and concern to end-users.
- Ability to document current functionality and process flows, and suggest areas for future improvement.
- Is excellent at the honest analysis; looks beyond the obvious and doesn’t stop at the first answers
- Possess good interpersonal skills.
- Strong attention to detail.
- Ability to effectively multitask and to perform with a sense of urgency for rapid issue resolution.
- Effective troubleshooting and problem-solving skills.
- Ability to work independently with minimal direction and oversight.
- Bachelor’s degree in Computer Science or a related discipline.
- Ability to solve practical problems
- Experience with MS Dynamics NAV 2017 or Equivalent ERP
- Exposure to or Experience with .NET development environments.
- Experience providing support in a manufacturing environment, including processes, systems, and terminology.
- Exposure to or Experience with MS SQL, SSRS.
- Experience with Power BI or other Business Analytic tools preferred.
This position must meet Export Control compliance requirements, therefore a “US Person” as defined by 22C.F.R. §120.15 is required. “US Person” includes US Citizen, lawful permanent resident, refugee, asylee. License exception Technology and software under restriction (TSR) defined in 15 CFR 740.6 may permit person from Country Group B. This position must meet Export Control compliance requirements, therefore a “US Person” as defined by 22C.F.R. §120.15 is required. “US Person” includes US Citizen, lawful permanent resident, refugee, asylee. License exception Technology and software under restriction (TSR) defined in 15 CFR 740.6 may permit person from Country Group B.
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