Onsite Support Engineer – OSS

About the role

The OSS Engineer provides onsite End‑User Services and production‑site IT/OT support to ensure stable, secure and uninterrupted business and manufacturing operations. Acting as the local IT representative, the role delivers hands‑on assistance for user devices, production workstations and IoT/OT equipment while coordinating with infrastructure, application and vendor teams.

Key responsibilities

• Serve as the primary onsite IT contact for business users and production teams, delivering deskside support for Windows workstations, laptops, mobile devices and tablets.
• Perform Install, Move, Add, Change and Decommission (IMACD) activities, manage hardware lifecycle, asset tracking and inventory.
• Support production‑related workstations, manufacturing execution systems (MES), IoT devices, sensors and edge gateways, verifying power, connectivity and network availability.
• Coordinate with automation, network, security and infrastructure teams to resolve incidents and participate in major incident and business continuity processes.
• Escort and supervise external vendors, oversee hardware installations, cabling activities and ensure compliance with client IT policies and safety requirements.

Required profile

• 3–8 years of end‑user support or OSS experience, preferably in manufacturing, industrial or mill environments.
• Valid driving licence and ability to travel independently to nearby sites for on‑call and business‑critical support.
• Strong analytical and troubleshooting abilities with a customer‑service orientation.
• Effective communication and stakeholder management skills for vendor coordination.

Required skills

• Windows 10/11 Administration
• Microsoft 365 applications
• Active Directory & user administration
• Hardware and asset management
• Networking fundamentals (LAN, VLAN, TCP/IP, VPN)
• Printing technologies
• ITSM tools (e.g., ServiceNow, Remedy)
• Knowledge of production environments and OT operations
• Incident, problem and change management processes