Day-to-day technical support and help desk for customer contracts to support their IT/OT systems.
Following triage, demonstrate situational awareness for escalation to more senior engineering members or the software vendors factory support.
Liaison with Dell, VMWare, Cisco, and other third-party partners.
Complete assigned service agreement deliverables in a timely manner with high quality and quantifiable business results.
Manage the completion of these contract obligations with some oversight from the contracts coordinator or department manager, demonstrating organization skills and self-starting capabilities.
Support lifecycle solutions IT/OT Team Leads with infrastructure network design, installation, commissioning and maintenance activities in a Microsoft OS environment, often utilizing either VMWare or HyperV virtualization platforms.
Be able to provide technical leadership and mentoring to less senior engineers.
Support design and build activities for Life Science customers and others in a Quality controlled methodology.
Involve extensive documentation, internal testing, Factory Acceptance Testing, Site Acceptance Testing and site commissioning services as assigned.
Troubleshoot IT/OT and automation control systems at the virtual, physical network, controller, and I/O level, in order to resolve customer problems in an efficient manner and keep their system running or the project on schedule.
Provide lifecycle engineering solutions in the areas of server, workstation, networking, software configuration, digital bus, DeltaV hardware, virtualization, alarm management or other areas of expertise.
Provide timely and thorough communication to customers in both written and oral format.
Demonstrate an organized and methodical approach to troubleshooting and problem solving.
Execute contract or project deliverables following direction, and/or by following established procedures or guidelines.
Work towards completion of the DeltaV Field Service Associate certification, as well as other certifications as assigned.
Actively involve/inform Account Managers of potential opportunities identified through customer engagements to help drive service expansion and increased customer satisfaction.
Support to improve the long-term growth of Stellix Global Services IT/OT business through supporting business development, maintaining and improving customer relations, and supporting internal programs for continuous improvement and efficiency.
Under supervision, execute installed-base lifecycle projects within budget and schedule, and take ownership for project quality and customer value outcome.
24x7 support for customer emergencies under a monthly rotating assignment roster.
Comply with all Stellix Global Services requirements for business processes including time entry, site visit reports and all other documentation according to internal procedures.

Requirements

BS Degree in Computer Science, Chemical Engineering, Electrical Engineering or equivalent.
3+ years delivering industrial control system/infrastructure solutions.
2 years of DeltaV systems experience (hardware, troubleshooting/RCA, upgrading/patching, and/or virtualization) or 3 years of other Manufacturing/Laboratory OT systems experience (troubleshooting/RCA, integration, networking and administration, lifecycle management, upgrading/patching).
3 years of IT experience as a service provider (virtualization, networking, cybersecurity, troubleshooting/RCA, upgrading/patching).
2 years of experience in Life Sciences Industry.
Familiar with cGMP, GDP, quality/regulatory requirements, FAT/SAT/CQV.
Demonstrated increasing level of responsibility supporting OT systems.
Familiar with analog and discrete signaling, virtualization, serial and ethernet communications and hardware, technical drawings including: P&IDs, electrical schematics, loop drawings, network architecture drawings.
Soft Skills: Infinite Leadership mentality and interest in coaching/mentoring, Collaboration and team work, Time management and reporting, Detail oriented, good documentation skills, Critical thinking and problem solving, Ability to assess risk through review of documentation and KBAs.

Benefits

Highly competitive Medical, Dental, and Vision Insurance
Flexible Spending or Health Savings Accounts
Unlimited Vacation Time
10 Paid Holidays
12 Paid Weeks Maternity Leave
Pet Insurance
Retirement Savings: 401(k) and Employee Stock Ownership Plan
Employee Referral Bonus
Professional Development Reimbursement
Company Paid STD, LTD, and Life Insurance

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

industrial control systemsinfrastructure solutionsDeltaV systemstroubleshootingroot cause analysisvirtualizationnetworkingcybersecuritylifecycle managementupgrading

Soft Skills

leadershipcoachingmentoringcollaborationtime managementdetail orienteddocumentation skillscritical thinkingproblem solvingrisk assessment

Certifications

DeltaV Field Service Associate certification