Onsite Support Engineer – OSS

About the role

The OSS Engineer delivers 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 provides hands‑on assistance for end‑user devices, production workstations and IoT/OT equipment while coordinating with infrastructure, application and vendor teams.

Key responsibilities

• Act as the primary onsite IT contact for business users and production teams, providing deskside support for Windows workstations, laptops, mobile devices and tablets.
• Perform Install, Move, Add, Change and Decommission (IMACD) activities for user devices and peripherals, and manage hardware lifecycle, asset tracking and inventory.
• Support production‑related workstations, manufacturing systems, MES applications and IoT/OT devices, including basic troubleshooting of sensors, cameras, gateways and edge equipment.
• Coordinate with Service Desk, Infrastructure, Workplace, Security, Automation and third‑party vendors, escorting external vendors and ensuring compliance with client IT policies and safety requirements.
• Participate in major incident resolution, business continuity activities and change management processes.

Required profile

• Strong troubleshooting and analytical abilities with a customer‑service orientation.
• Ability to work independently on remote sites and handle on‑call, business‑critical support.
• Effective communication and stakeholder management skills, including vendor coordination.

Required skills

• Windows 10/11 administration and Microsoft 365 applications.
• Active Directory and user account management.
• Hardware and asset management, including IMACD processes.
• Networking fundamentals (LAN, VLAN, TCP/IP, VPN).
• Printing technologies.
• ITSM tools such as ServiceNow or Remedy.
• Knowledge of production environments, OT operations and manufacturing IT systems.
• Experience with incident, problem and change management processes.