Manufacturing Infrastructure Support Technician

**WHY DO WE NEED YOU?**
The Manufacturing Infrastructure Support Technician position will join a new team dedicated to developing, support, maintain and troubleshoot problems related to the manufacturing IT / OT environments across the Saint Gobain North American facilities. This position will be responsible for regional implementation and maintenance of an IT infrastructure in compliance with standards developed by Saint Gobain Technology Services. The manufacturing IT infrastructure can be unique to each plant and business requiring a strong understanding of plant processes to avoid unnecessary interruption or downtime. In this role, traditional IT infrastructure skills will be leveraged to support OT and manufacturing 4.0 initiatives.
**IS THIS JOB FOR YOU?** Responsibilities**:
**_ Administration and Support of Local Resources:_**
- Provide comprehensive support, management, development, implementation, and troubleshooting for all local data rooms both remotely and on-site within the designated region.
- Perform tasks such as racking, stacking, and cabling of IT servers, storage, and associated equipment.
- Install, configure, and maintain various IT systems and technologies, including MS Windows workstations and servers, Red Hat Linux servers, storage appliances/SAN, VMware, VEEAM, Veritas NetBackup, Lansweeper, CyberX industrial network monitoring, Palo Alto firewall rulesets, and HP/Aruba switches.
- Utilize Service Now IT Service Management (ITSM) to track incidents through completion and documentation stages.
- Troubleshoot and resolve incidents promptly, ensuring that managed infrastructure is consistently monitored for uptime, capacity, utilization, and proper handling of service requests, including major or minor changes, from recording to implementation.

**_Customer Relations:_**
- Offer innovative ideas to the business regarding industrial digital solutions by sharing knowledge and staying abreast of industry trends.
- Ensure alignment of customer needs with the strategy defined by DSI Group.
- Address customer complaints promptly, providing suitable solutions and alternatives within specified time frames, and ensure resolution through diligent follow-up.
- Address service issues by thoroughly understanding the customer's complaint, identifying the root cause of the problem, and recommending the most suitable solution to resolve it.
- Expedite corrections or adjustments as necessary and ensure timely follow-up to confirm resolution.
- Foster trust and long-term relationships with customers through transparent, open, and interactive communication.
- Adhere to established communication procedures, guidelines, and policies to ensure consistency and reliability.

**_Manufacturing IT Infrastructure Management:_**
- Collaborate with local and regional management to design, procure, and implement IT systems tailored to the manufacturing network's needs.
- Ensure that the delivered infrastructure aligns with SGTS standards and complies with security requirements, including the 28 Minimum Security Rules for Industrial and Logistics Systems (28 MSRs).
- Oversee manufacturing IT assets throughout their entire lifecycle, from acquisition to disposal.
- Proactively manage upgrades and replacements of non-standard IT infrastructure hardware and operating systems to maintain optimal performance and compliance.

**Qualifications**:

- A Bachelor’s degree in a technical or business-related field is mandatory.
- A minimum of 5 years of relevant work experience in IT and/or technical manufacturing is essential.
- Prior experience in serving internal customers within a large, complex organization is required.
- Certification or equivalent experience in one or more of the following technologies is preferred: VMware, Switching/Routing/Firewall, IT Service Management (ITSM).
- Proficiency in these areas demonstrates advanced knowledge and skills necessary for the role.
- An in-depth understanding of manufacturing processes and technology is a prerequisite for this position.
- Availability for occasional work outside of normal business hours is expected.
- On-call availability 24/7, with the ability to be reached via cell phone coverage, is required to address any urgent issues that may arise.
- Work remotely and ability to travel up to 25% of the time to the company's sites

**A LITTLE MORE ABOUT US**

WHO ARE WE?

Saint-Gobain, one of the world’s largest building materials companies and manufacturer of innovative material solutions, helps create great living spaces by combining comfort and sustainability. For more than three-and-a-half centuries, Saint-Gobain has been enhancing the wellbeing of people everywhere, whether it’s by addressing climate change, delivering true sustainable development, advancing the information revolution, participating in medical breakthroughs or playing a vital role in space exploration. Focusing on the intersection of people, innovation and purpose, Saint-Gobain helps to address