IT Professional - Site Support Specialist

About the position

Here at Siemens, we take pride in enabling sustainable progress through technology. We do this through empowering customers by combining the real and digital worlds. Improving how we live, work, and move today and for the next generation! We know that the only way a business thrive is if our people are thriving. That's why we always put our people first. Our global, diverse team would be happy to support you and challenge you to grow in new ways. Who knows where our shared journey will take you? Siemens Smart Infrastructure IT is enabling digitalization in the business units by providing modern cloud applications, advanced analytics, AI, and supporting IT services. Our IT team works in 21 countries across the world and live an agile mentality. We are known for our passion for innovation, customer-centric solutions, and a can-do attitude. Join our team, get inspired, and help us re-imagine the world! Transform the everyday with us! We are seeking an IT Professional - Site Support Specialist to join our team and support Siemens Smart Infrastructure's North America Electrification and Automation (EA) group. This is an onsite role based in Wendell, NC with additional support to the Siemens eMobility site in nearby Knightdale. You will align with the business to assist in the implementing digitalization solutions that support organizational goals and growth targets.

Responsibilities

• Oversee the entire lifecycle of problem resolution, while preventing recurrence and minimize organizational impact.
• Manage service requests throughout their lifecycle, ensuring efficiency and professionalism in fulfilling customer needs and maintaining high levels of customer satisfaction.
• Maintain and manage service assets and configuration items, ensuring accurate and verifiable configuration records to support other service management processes.
• Ensure the services delivered meet agreed-upon quality levels to maintain customer satisfaction.
• Oversee the lifecycle of system changes, enabling beneficial changes to be implemented with minimal disruption to IT services, while using the required processes and tools.
• Diagnose and resolve customer-reported issues, adhering to departmental standards to meet customer expectations.
• Solve complex problems and mentor others in effective problem-solving methods, using systematic analysis, industry-standard methodologies, and data-driven solutions to ensure root causes are identified and actions are taken to prevent recurrence.
• Support the development, maintenance, and effectiveness of IT services, ensuring that tools and resources (e.g., IT Service Catalog, Asset Management systems) are available and functional.
• Serve as the main point of contact for end-user and shop floor operational needs related to service inquiries, nurturing positive relationships with key customers and suppliers.
• Provide initial consultation on IT operational issues and opportunities, working with appropriate service providers and ensuring effective follow-up until resolution.
• Maintain familiarity with Operational Level Agreements (OLAs) between IT service owners.
• Promote root cause analysis for recurring issues using formal problem-solving methodologies.
• Track and monitor IT service consumption, helping to drive reductions in usage across the SI EA business unit.
• Build positive relationships with end users to deliver a good experience with IT teams and tools.
• Collaborate with Controls and Manufacturing engineers to provide OT/IT support.
• Deploy Factory and End User Compute devices, ensuring compliance with organizational security standards.

Requirements

• Experience supporting LAN required.
• Valid CCNA certification.
• Proven experience providing end-to-end IT support for factory environments, including devices such as handheld scanners, endpoints, label printers, and other peripherals.
• Demonstrable analytical and troubleshooting capabilities, with a proactive problem-solving attitude.
• A strong inclination for continuous learning and improvement, with an emphasis on resolving challenges efficiently.
• Exceptional interpersonal skills for building and nurturing relationships across diverse teams and organizations.
• Ability to travel 10% beyond the Wendell area as needed.
• Bachelor's degree required.
• Ability to work in the U.S. without the need for current or future employer-sponsored work authorization.

Nice-to-haves

• CCNP and/or CISSA certifications preferred.
• Experience in relevant IT domains (used in manufacturing).
• Experience supporting WAN and Server infrastructure deployment.
• Demonstrated success in supporting large and complex technical projects, delivering exceptional results.
• Effective communication skills to engage with partners at all levels, including senior leaders.
• Proficiency with Active Directory.
• Previous experience supporting ERP/MES systems.
• Candidates without a need for employer-funded relocation preferred.

Benefits

• Siemens offers a variety of health and wellness benefits to our employees.
• The pay range for this position is $67,480 - $115,680. The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications and premium geographic location.