IT Operations Professional

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: IT Operations Professional

Location(s): Walpole, MA

Job Overview

• Provide daily onsite IT support at a manufacturing facility in Walpole, MA.
• 5 days a week onsite, 8 hours per day (Monday-Friday).
• Support PCs (laptops and desktops), networking, servers, physical topology, cabling, and troubleshooting.
• Support manufacturing facility IT devices such as printers, handheld scanners, and related equipment.
• Perform daily facility walkarounds for spot checks, troubleshooting, and device support.
• Ability to lift up to 50 lbs for datacenter server and switch infrastructure installation/decommissioning.
• Deliver excellent customer service to users with varying levels of technical expertise.

Key Responsibilities

• Intake and resolve Level 1/2 IT issues through shared and remote support follow-the-sun model.
• Investigate and resolve recurring or complex IT issues.
• Resolve onsite IT issues or dispatched support requests at the local site.
• Stay current on IT service offerings, ITSM portals, migration projects, and technical resolutions impacting users.
• Escalate unresolved issues and major incidents to the Site Management Infrastructure (SMI) team.
• Communicate technical resolutions clearly in business-friendly language.
• Provide L1/L2 technical troubleshooting across multiple areas of Information Technology.
• Collaborate effectively within global, multi-cultural teams.
• Exercise sound judgment and escalate unresolved issues appropriately and in a timely manner.

Qualifications

• Bachelor's degree or equivalent experience required.
• 3-5 years of experience in IT Deskside Support and/or IT Systems Analyst roles.
• Strong written and verbal communication skills.
• Mid-level experience with End User Computing, Datacenter Technologies, and Networking.

Technical Skills

• Windows 10 / Windows 11 support expertise in enterprise environments.
• Office 365 support experience.
• Network diagnostics, TCP/IP, DHCP reservations, console access, VLAN troubleshooting.
• Server configuration, iLO setup, and vulnerability remediation.
• Mobile device troubleshooting and configuration (Android and iOS).
• Experience supporting manufacturing facility devices including label printers, handheld Wi-Fi devices, and instruments.
• Intune and Azure AD experience.
• Identity management and multifactor authentication setup.
• PC migrations, application installations, and data transfers.
• ServiceNow incident and request management.

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.