IT Support Associate, Level III

Job Description

As an IT Support Associate - Level III (Manufacturing IT) at Cummins, your role involves providing advanced operational and production IT support across manufacturing locations in the India region. Your responsibilities include:- Incident Management & End-User Support: - Provide end-user IT support for manufacturing systems. - Track, monitor, and resolve incidents using the Incident Management system. - Troubleshoot hardware, software, compliance tools, and network issues. - Provide remote or on-site support based on issue severity. - Analyze incident trends and perform root cause analysis.- Service Request Management & Device Lifecycle: - Manage deployment, configuration, re-assignment, and surrender of Cummins Manufacturing Devices (CMDs). - Install and configure compliance and security tools on manufacturing devices. - Coordinate device re-assignment activities and ensure data backup. - Support hardware shipment activities and coordinate with vendors and end users.- Server & Major Incident Support: - Support server hardware and hosted manufacturing applications. - Participate in major incident management and resolution activities. - Coordinate and guide remote teams during server-related troubleshooting efforts.- General IT Support & Continuous Improvement: - Resolve hardware and application issues independently. - Create and maintain technical documentation and support processes. - Train and mentor less experienced IT Support Associates. - Identify and implement service improvement opportunities. - Support additional IT responsibilities and projects as assigned.In terms of qualifications, you should have:- Minimum 3 years of hands-on IT support experience in a manufacturing environment.- Experience supporting industrial-grade hardware.- Exposure to manufacturing applications is preferred.- Strong troubleshooting and problem-solving skills.- Proficiency in Incident Management systems and Microsoft Office Suite.- Experience managing vendors and coordinating across teams.- Ability to work independently and lead small projects.- Knowledge of IT lifecycle management and procurement processes.Additionally, you should hold a High School Diploma or equivalent. An Associate Degree, relevant industry training, certification, or equivalent experience is preferred. ITIL knowledge or certification is desirable, and MCSE certification is preferred. This role may also require licensing or authorization to comply with regulations.Your experience should demonstrate significant relevant work experience or specialized skills obtained through education, training, or on-the-job experience, with the ability to work independently and support the development of others. As an IT Support Associate - Level III (Manufacturing IT) at Cummins, your role involves providing advanced operational and production IT support across manufacturing locations in the India region. Your responsibilities include:- Incident Management & End-User Support: - Provide end-user IT support for manufacturing systems. - Track, monitor, and resolve incidents using the Incident Management system. - Troubleshoot hardware, software, compliance tools, and network issues. - Provide remote or on-site support based on issue severity. - Analyze incident trends and perform root cause analysis.- Service Request Management & Device Lifecycle: - Manage deployment, configuration, re-assignment, and surrender of Cummins Manufacturing Devices (CMDs). - Install and configure compliance and security tools on manufacturing devices. - Coordinate device re-assignment activities and ensure data backup. - Support hardware shipment activities and coordinate with vendors and end users.- Server & Major Incident Support: - Support server hardware and hosted manufacturing applications. - Participate in major incident management and resolution activities. - Coordinate and guide remote teams during server-related troubleshooting efforts.- General IT Support & Continuous Improvement: - Resolve hardware and application issues independently. - Create and maintain technical documentation and support processes. - Train and mentor less experienced IT Support Associates. - Identify and implement service improvement opportunities. - Support additional IT responsibilities and projects as assigned.In terms of qualifications, you should have:- Minimum 3 years of hands-on IT support experience in a manufacturing environment.- Experience supporting industrial-grade hardware.- Exposure to manufacturing applications is preferred.- Strong troubleshooting and problem-solving skills.- Proficiency in Incident Management systems and Microsoft Office Suite.- Experience managing vendors and coordinating across teams.- Ability to work independently and lead small projects.- Knowledge of IT lifecycle management and procurement processe

Keyskills :
TroubleshootingAnalytical skillsIncident ManagementHardware supportSoftware supportConfigurationServer supportMajor incident managementTechnical documentationSOPsContinuous improvementVendor managementProblemsolvingCompliance toolsNetwork is