IT Senior Support Specialist – Manufacturing Operations

IT Senior Support Specialist – Manufacturing Operations

About the Role

We are looking for a proactive and technically adept IT Senior Support Specialist – Manufacturing Operations to lead and support IT operations across our manufacturing plant footprint. This role plays a critical part in scaling our manufacturing technology infrastructure, and in delivering a seamless customer experience by ensuring plant hardware, software, and network systems are functional and responsive. The ideal candidate is hands-on, highly responsive and passionate about problem-solving in a fast-paced manufacturing plant environment.

Key Responsibilities

Manufacturing Operations IT Infrastructure Management

• Provide day-to-day technical support to manufacturing plant staff across multiple locations remotely and/or on-site when necessary.
• Monitor and maintain plant network connectivity, Wi-Fi access and VoIP systems to minimize downtime
• Troubleshoot and resolve issues related to all hardware, software, printers, barcode scanners, phone systems and other plant devices, including Patriot, Gunnar and Zund CNCs, Mat Caption machines, Engraver and Wide-format printers
• Manage and scale MDM system for efficient deployment, security compliance and lifecycle management of plant devices
• Perform regular maintenance, updates and patching on plant systems, ensuring compliance with IT and security standards
• Coordinate with vendors and service providers for hardware repairs, internet outages, and plant-specific service needs
• Log, prioritize and track support tickets using a ticketing system, ensuring timely resolution and communication
• Document troubleshooting steps, solutions and knowledge base articles to improve efficiency and consistency
• Escalate unresolved technical issues to the appropriate IT teams or specialists
• Train plant employees on basic troubleshooting, POS procedures and company tech policies
• Lead, research and support IT-related projects, including hardware refreshes, software changes, security upgrades and process automation initiatives

New Plant Opening Support

• Support plant openings, relocations and renovations by setting up and configuring new IT equipment and infrastructure
• Coordinate with external vendors and service providers for hardware procurement, installation and managed services.

Cross-Functional Support

• Assist IT Specialists in Retail Operations when needed, supporting day-to-day technical support in retail stores or with Retail Ops management staff, as well as in deployment of special IT projects as necessary and/or relevant
• Provide Corporate IT Support as needed, particularly in ordering and configuring IT equipment as needed, as well as setting up necessary software system access

Qualifications

• Associate or Bachelor's degree in IT, Computer Science, or related field OR equivalent experience in a retail IT support role
• 5+ years of IT support experience, preferably in a multi-site retail or customer-facing environment
• Solid understanding of all hardware, software, printers, barcode scanners, phone systems and other plant devices, including manufacturing machinery like Patriot, Gunnar and Zund CNCs, Mat Caption machines, Engraver and Wide-format printers
• Working knowledge of Windows/macOS environments, mobile device support and network troubleshooting (TCP/IP, VPN, routers)
• Familiarity with ticketing systems and remote support tools (e.g., FreshService, TeamViewer)
• Strong interpersonal and communication skills; comfortable working directly with non-technical end-users
• Ability to prioritize, multitask and travel between plant locations as needed

Other Skills

• Proficiency supporting retail systems such as Shopify POS
• Demonstrated experience with Google Admin and MDM systems (e.g., Kandji, Jamf, Intune)
• Familiarity with Wi-Fi troubleshooting in complex retail settings, preferably with hands-on experience of Cisco Meraki networking solution

Framebridge is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce. We make decisions regarding employment opportunities, including hiring, promotion and advancement, without regard to race, color, national origin, age, religious beliefs, sex (including pregnancy), disability, sexual orientation, gender identity, citizenship status, military status, marital status, genetic information, or any other characteristic protected by federal, state or local laws.