IT Systems and Support Engineer

ROLE PROFILE DETAILS

Job Title IT Systems and Support Engineer

Reporting to: IT Service Operations Manager

Location: NL Office

Hours of work 40 hour working week Monday to Friday. There may be some out of hours activity and will be expected to assist during our peak periods.

PURPOSE OF THE ROLE

Purpose of the

role This position is designed to ensure the organisation’s IT environment remains robust, efficient, and continuously evolving. The role focuses on driving system improvements—optimising infrastructure, streamlining processes, and implementing best practices—while maintaining operational stability. Alongside these proactive responsibilities, you will act as a trusted point of contact for general IT support, resolving day-to-day technical issues and ensuring a seamless user experience. By combining strategic improvement initiatives with hands-on support, this role plays a critical part in enhancing productivity, reducing downtime, and aligning technology with business objectives. Working alongside a multinational team and an outsourced MSP you will be the primary point of contact on site for system and hardware related issues with a focus on maintaining existing systems, and working with the larger team on targeted improvements for the NL business systems.

CRITICAL SUCCESS FACTORS

Critical Success

Factors Responsiveness to Issues: Ability to respond quickly and effectively to equipment failures and IT incidents, minimising downtime in fast-paced manufacturing settings. Customer Focus: Builds positive relationships with site staff by providing friendly, clear, and timely support. Proactive Learning: Shows willingness to learn about systems, tools, and environments; actively develops knowledge through mentorship, training, and hands-on work. Reliable Site Coverage: Demonstrates flexibility and dependability in supporting sites as scheduled or in response to urgent issues, including on-call participation. Quality of Documentation: Maintains accurate, clear, and timely updates in ticketing systems and asset registers.

Collaboration: Works effectively with internal teams and outsourced providers, escalating when appropriate and ensuring seamless hand-offs. Compliance and Safety Awareness: Follows IT policies, physical safety procedures, and security standards during all tasks

KEY RESULT AREAS

Stakeholders and

Customers IT Team Manufacturing Operations

Team

Management N/A

Key Performance

Indicators Management of ticket queue

CORE BUSINESS RESPONSIBILITIES

Core Business

Responsibilities On-Site IT & Operational Technology Support · Provide break/fix and troubleshooting for PCs, industrial / RFID printers, Zebra TC scanners, and HMIs. · Maintain uptime of shop-floor and operational IT equipment to avoid production delays. · Replace or repair defective hardware components as needed. Systems & BI Support · Provide first-line on-site support for business applications and operational systems used across manufacturing and logistics (e.g. WMS, ERP). · Liaise with internal systems teams and external partners to escalate functional or integration issues. · Assist in validating data issues raised by the BI team or end users and investigate root causes at device or network level. · Perform routine checks to ensure critical systems and dashboards are updating correctly and feeding accurate data. Coordination with Outsourced Service Provider · Act as the on-site extension of the central helpdesk and outsourced service providers. · Handle physical tasks (e.g. cable patching, device resets, hardware swaps) and escalate issues outside field scope appropriately. · Log, update, and resolve support tickets in line with SLAs using the ITSM (Halo) platform. Preventative Maintenance & Compliance

· Carry out regular equipment health checks. · Monitor and report device compliance (e.g. antivirus, software versions, connectivity) across assigned sites. · Maintain inventory and support asset lifecycle management. Other Requirements · Travel to our UK sites for initial training and provide secondary IT support, sometimes traveling to our site in The Netherlands with possible travel to other sites across Europe. · Flexible working hours may be required to support scheduled maintenance or urgent issues. Stakeholder Engagement · Provide high-quality, user-focused support to operations, engineering, quality, and administrative teams. · Communicate clearly and confidently with both technical and non-technical users

PERSON PROFILE

Qualifications Preferred, but not essential: · CompTIA Network+ · Microsoft Certified: Fundamentals (Azure or M365) · Level 3 BTEC National Diploma in IT, Computing, or Engineering (or equivalent) · T Level in Digital Support Services · HNC / HND

Skills and

Experience Essential: · Some hands-on IT experience (e.g. helpdesk internship, college project work, or first-line support exposure). · Basic familiarity with Windows 10/11, Microsoft 365, and hardware troubleshooting. · Interest in IT support and willingness to learn Operational Technology and manufacturing systems. · Basic knowledge of networking (IP addressing, DNS, cabling). · Driving license and ability to travel to MM sites. · Ability to learn business applications and data/reporting flows. · Comfortable with routine system checks, basic log analysis, and data validation support. Desirable:

· Exposure to BI tools (e.g., Power BI). · A basic understanding or knowledge of SQL Server and/or T-SQL · Familiarity with ERP or WMS systems in a manufacturing setting.

Attributes · Reliable and self-motivated. · Comfortable working independently and managing daily priorities across multiple sites. · Strong interpersonal communication; able to work well with both IT peers and production teams. · Flexible and adaptable to the fast-paced, variable demands of a manufacturing environment.

Acquisitie naar aanleiding van deze vacature wordt niet op prijs gesteld.