It Support Engineer

Job Title: IT Support Engineer (Junior Executive)
Location: Kamareddy Plant, Active Pharma
Department: Information Technology
Reporting To: Sr. Exe / Ass Mgr.

Position Summary

The IT Support Engineer will be responsible for providing first-level and second-level IT support to plant users, ensuring smooth operation of IT infrastructure, applications, end-user devices, and manufacturing-related IT systems. The role requires close coordination with Corporate IT, vendors, and plant stakeholders to maintain system availability, cybersecurity compliance, and business continuity.

Key Responsibilities

End User Support

• Provide onsite and remote support for desktops, laptops, printers, scanners, mobile devices, Video Conferences, and peripherals.
• Troubleshoot hardware, software, network, and application issues.
• Manage user accounts, password resets, and access requests.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.
• Ensure timely closure of IT support tickets as per SLA.

Infrastructure & Network Support

• Monitor LAN, WAN, Wi-Fi, internet connectivity, and network devices.
• Coordinate with vendors for troubleshooting routers, switches, firewalls, and ISP issues.
• Support server, storage, backup, and endpoint management activities.
• Perform routine IT health checks and preventive maintenance.

SAP & Business Application Support

• Assist users in SAP ECC/S4HANA access and basic troubleshooting.
• Coordinate with Corporate IT and application support teams for issue resolution.
• Support plant-specific applications such as SAP, LIMS, Quality, Production, EHS, and other business systems.

Cybersecurity & Compliance

• Ensure compliance with IT security policies and procedures.
• Support antivirus, patch management, endpoint protection, and vulnerability remediation activities.
• Report security incidents and coordinate incident response activities.
• Maintain IT asset inventory and software license records.

IT Asset & Vendor Management

• Track IT asset issuance, movement, and disposal.
• Coordinate with hardware and software vendors for procurement, AMC, and support.
• Maintain IT documentation, SOPs, and records.

Manufacturing & Shop Floor IT Support

• Provide support for manufacturing PCs, barcode printers, label printers, weighing systems, and shop-floor devices.
• Coordinate with automation, engineering, and production teams for IT-related issues.
• Support IT systems used in GMP-regulated environments.

Documentation & Reporting

• Maintain incident logs, asset registers, backup reports, and support records.
• Generate periodic reports on ticket closure, system uptime, and IT assets.
• Follow change management and documentation standards.

Qualification

• Diploma / BE / B.Tech in Computer Engineering, Information Technology, Electronics, or related discipline.
• 1-3 years of experience in IT support, infrastructure, or helpdesk functions.
• Experience in manufacturing, pharmaceutical, or process industry will be preferred.

Technical Skills

Mandatory

• Windows 10/11 Administration
• Microsoft 365 Administration
• Active Directory
• Computer Hardware Troubleshooting
• Networking Fundamentals (TCP/IP, LAN, Wi-Fi)
• Printers & Peripheral Management
• Antivirus & Endpoint Security

Preferred

• SAP ECC / SAP S/4HANA User Support
• Server Administration
• Backup Management
• Microsoft Intune
• IT Asset Management
• Manufacturing IT Support Experience

Key Competencies

• Problem-solving and troubleshooting skills
• Customer-focused attitude
• Good communication and interpersonal skills
• Ability to work independently in plant environment
• Documentation and reporting discipline
• Teamwork and coordination capability
• Willingness to work during planned shutdowns and critical support activities