Product Support Engineer Jobs in Ohio

General Summary:

This position supports the Information Technology department with production systems administration and end-user computing needs at the Blanchester, Ohio facility. The primary focus of this role is production application and systems support, with desktop and end-user support serving as a key on-site responsibility. Responsibilities also include ancillary support for BI Dashboards, Reporting, and Database Administration. This role reports to the regional lead within this function and provides on-site and remote IT support for the Blanchester facility. Limited travel may be required on an as-needed basis.

Duties and Responsibilities:

• Support production systems and end-user computing needs for the Blanchester facility in coordination with regional and corporate IT teams.
• Administrate and support IT Production Systems including Line Side Labeling, Traceability, IoT, and other systems as assigned.
• Provide desktop and end-user support, including troubleshooting hardware, software, printers, peripherals, and operating system issues for on-site users.
• Install, configure, and maintain desktop and laptop computers, monitors, mobile devices, and related IT equipment.
• Support Microsoft Windows operating systems, Microsoft 365 applications, and other standard business productivity tools.
• Provide on-site and remote technical support to facility users and escalate issues as appropriate.
• Assist with user account administration, password resets, access requests, and device onboarding/offboarding in accordance with IT policies.
• Provide secondary support for report and dashboard creation, including understanding underlying data, data structures, and business terminology, using BI tools such as SSRS (SQL Server Reporting Services), Tableau, QuickSight, Grafana, and others as applicable.
• Monitor, troubleshoot, and tune existing databases.
• Troubleshoot existing programs to resolve issues and provide technical support for in-house developed systems.
• Perform testing of programming development, system updates, and enhancements.
• Assist in creating, maintaining, and testing the Disaster Recovery Plan.
• Document support procedures, system configurations, and troubleshooting steps to support operational continuity and knowledge sharing.

Qualifications, Education, Work Experience, Certification:

• Working knowledge of business systems in a manufacturing environment.
• Experience providing desktop and end-user support in a manufacturing or corporate environment.
• Proficient in programming languages to support end-user reporting requirements.
• Strong understanding of Microsoft-based productivity software (Microsoft 365, Windows OS).
• Working knowledge of SQL databases and basic network configuration (TCP/IP, DNS, DHCP).
• Working knowledge of IT hardware, software, and peripheral devices.
• Experience with C#, VB.NET, JavaScript, JSON, and XML a plus.

Knowledge, Skills and Abilities:

• Ability to solve complex technical problems through analysis and implement effective solutions based on timing, quality, and cost.
• Strong customer service mindset with the ability to clearly communicate technical concepts to non-technical users.
• Effective written and verbal communication and problem-solving skills.
• Demonstrated ability to work independently and manage responsibilities with minimal supervision.
• Strong individual contributor who also collaborates effectively within a team environment.
• Ability and desire to learn new technologies and systems.
• Good interpersonal and negotiation skills.
• Ability to manage multiple competing priorities in a fast-paced manufacturing environment.
• Ability to interact professionally with employees at all levels of the organization.

Qualifications: Associate’s degree, applicable certifications, or equivalent IT experience

Experience: 2–5 years of experience in application support, systems support, or a similar IT role.

Supervisory Responsibilities: n/a

Job level determined by various factors such as organization size, responsibility, career stage, and capabilities.

Working conditions:

Physical Demands: Required to sit or stand for long periods of time. The employee may occasionally lift and/or move up to 25 pounds.

Travel: Domestic and international travel may be required as needed.