Title: IT & OT Site Support Technician
Location:
Logistics Centre, Caswell Road, Brackmills, NN4 7PW, United Kingdom
Contract:
4 Months (extendable)
Shift Timing:
Monday – Friday, 12:00 PM – 9:00 PM (with 1-hour lunch).
Essential Duties
The Site Support Technician will serve as the first point of contact for IT and OT support at the assigned facility. This role requires strong customer service, troubleshooting, and documentation skills. The technician is expected to resolve most issues locally (via phone, in-person, or remote support). Where escalation is needed, clear communication and accurate documentation are critical.
Key Responsibilities
* Act as the
face of IT at the site
, providing first-line triage and resolution for IT & OT issues, escalating as needed.
* Serve as
Lead or Secondary Lead
for P1-level site calls.
* Coordinate delivery of IT projects at the site.
* Analyse, troubleshoot, and resolve issues across hardware, software, peripherals, servers, storage, and networks (e.g., Datamax printers, Zebra scan guns, access points).
* Provide
user orientation, training, and onboarding
, including setup of new users and systems.
* Develop expertise in local and regional systems, document processes, and align IT support with business processes.
* Assist with the setup and troubleshooting of manufacturing equipment (CNC/SLS), PLCs, Industrial PCs, gateways, and HMI connectivity.
* Track and monitor incidents, ensuring timely resolution and escalation where necessary.
* Act as IT situation manager for incidents impacting production operations.
* Serve as an
on-site liaison
for corporate and local projects, collaborating with cross-functional departments.
* Deliver solutions to complex IT, OT, and business process challenges.
* Oversee repair and maintenance of IT and OT hardware, coordinating with vendors when necessary.
* Provide
monthly analysis
of incidents, identifying risks and recommendations.
* Proactively communicate IT/OT project requirements, timelines, and dependencies.
* Challenge assumptions in business plans and identify technology/process gaps.
* Drive
positive customer outcomes
with accountability for repair estimates and timelines.
Specialized Knowledge & Skills
* Strong interpersonal and communication skills.
* Proven technical knowledge in
24/7 IT/OT support
, including remote user environments.
* Skilled in
streamlining user device support functions
.
* Working knowledge of IT, OT, and engineering operations.
* Strong problem-solving and structured analysis skills.
* Ability to act with urgency and achieve quick wins.
* Fast learner with the ability to master new technologies and systems.
* Technical understanding with a vision for process improvements.
* Familiarity with
Incident/Request, Problem Management, Change Control
, and IT/OT network segregation.
* Hands-on experience with
TCP/IP troubleshooting, network shares, folder securities, domain controllers, and replication
.
* Understanding of applications, processes, and services.
Experience & Education
* 5+ years
supporting Windows clients in Microsoft domain environments.
* 3+ years
supporting Windows Server and Cloud Infrastructure.
* Bachelor's degree in Computer Science or equivalent experience (preferred).
* ITIL certification
or knowledge of ITIL principles (preferred).
* Agile or Lean Six Sigma certifications (a plus).
* Experience with midrange systems (IBM AS/400, iSeries).
* Support experience with RF Scan Guns and Label Printers.
* Basic knowledge of
SCCM
client functionality, software/image deployment, and reporting.
* Familiarity with
Azure AD, Office 365 applications (SharePoint, Power BI)
.
* Basic knowledge of
VOIP networks
and troubleshooting.
Work Environment
* Role based at the
Stanley UK Logistics Centre
.
* Ability to sit/stand for extended periods.
* Ability to lift up to 40 lbs.
Work Schedule:
* Monday – Friday, 12:00 PM – 9:00 PM (with 1-hour lunch).
* 24/7 emergency support
may be required in urgent cases.
* Weekend/holiday project or support work may occur.