Carex is partnering with a Manufacturing and Services industry partner to hire an IT Support Engineer responsible for supporting and maintaining technology across corporate office, manufacturing, and logistics/distribution environments. This role provides hands-on hardware and software support for computers, printers, mobile devices, networks, cloud services, and specialized operational technology, including RF scanners, handheld terminals, label printers, and other manufacturing and warehouse devices.
The IT Support Engineer will respond to service requests, diagnose and resolve technical issues, and provide both proactive and reactive support in alignment with established incident, problem, change, request, and configuration management processes. This position will also identify recurring issues and recommend solutions that improve reliability and prevent future disruptions.
Success in this role requires strong technical troubleshooting skills, an understanding of how technology issues can affect production and shipping operations, and the ability to effectively support users across diverse working environments. The IT Support Engineer will also leverage AI-assisted tools where appropriate to accelerate troubleshooting, documentation, and knowledge transfer while maintaining sound technical judgment and established security standards.
What You’ll Do
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Install, configure, support, and maintain computer hardware, software, operating systems, networks, printers, mobile devices, and specialized manufacturing and logistics technology.
- Support RF scanners, handheld terminals, label and industrial printers, and other connected devices used within manufacturing and warehouse environments.
- Monitor and maintain computer systems and networks across corporate office, manufacturing, and distribution locations.
- Respond to service issues and support requests in a timely manner, diagnosing hardware, software, network, cloud service, and application issues.
- Provide technical support to corporate users as well as manufacturing and logistics teams, recognizing the operational impact of technology disruptions on production and shipping.
- Provision accounts, devices, and equipment for new users through modern endpoint and device management platforms.
- Repair, replace, remove, and decommission hardware and software in accordance with established standards and business requirements.
- Troubleshoot networking issues, including Layer 1 and Layer 2 connectivity and Wi-Fi within office, warehouse, and manufacturing environments.
- Use AI-assisted tools, including Copilot and AI-enabled ticketing or knowledge management capabilities, to accelerate troubleshooting, research, documentation, and knowledge transfer.
- Validate AI-generated recommendations and outputs using appropriate technical judgment and established processes.
- Evaluate and test new technologies and provide recommendations based on technical and operational requirements.
- Create and maintain technical documentation and contribute to effective knowledge transfer.
- Support cybersecurity best practices, including device patching, endpoint protection, access controls, and phishing awareness.
- Follow established ITIL practices and processes for incident, problem, change, request, and configuration management.
- Participate in after-hours support and/or an on-call rotation as required.
- Travel up to 25% to support business locations and technology needs.
- Perform other duties as assigned.
What You’ll Bring
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Associate degree in Computer Science, Information Technology, or a related field required; bachelor’s degree preferred. Relevant professional experience may be considered in lieu of the degree requirement.
- At least 3 years of relevant IT support experience; additional industry certifications may be considered in lieu of experience.
- At least one relevant industry certification, such as Microsoft, Cisco, CompTIA, or a comparable certification.
- Fundamental knowledge of computer systems, hardware, operating systems, and enterprise networking.
- Strong working knowledge of Microsoft 365 and Windows operating systems.
- Experience with cloud-based endpoint and device management platforms such as Microsoft Intune, JAMF, or similar technologies.
- In-depth understanding of networking technologies, particularly Layer 1 and Layer 2, with working familiarity supporting wireless networking in warehouse or manufacturing environments.
- Experience supporting printers, mobile devices, RF scanners, handheld terminals, label or industrial printers, and similar operational technology is beneficial.
- Basic experience supporting enterprise applications and technologies; exposure to ERP, WMS, manufacturing, or logistics systems is a plus.
- Familiarity with AI-assisted productivity, troubleshooting, research, and documentation tools, including Copilot or similar generative AI technologies.
- Ability to use AI tools effectively while independently validating AI-generated recommendations and information.
- Experience working within ITIL frameworks and processes.
- Experience with ServiceNow is a plus.
- Strong technical, logical, critical-thinking, and problem-solving capabilities.
- Ability to assess and prioritize competing support needs across office, manufacturing, and logistics environments.
- Strong written and verbal communication skills.
- Demonstrated ability to collaborate effectively within a team environment and with users across different functional areas.
- Adaptability and comfort supporting both traditional corporate IT environments and manufacturing or warehouse technology.
- Ability to work in office, manufacturing, and warehouse environments as required.
Carex Consulting Group is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, or Veteran status.
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