IT Infrastructure Support Engineer

What you'll do:

The primary responsibility of this position is to provide comprehensive site-level IT support while ensuring adherence to all Eaton policies and procedures.The role serves a broad customer base, encompassing both local and remote Eaton users. Key duties include daily ownership of IT operations for assigned sites, maintaining overall site health, and enhancing the end-user experience. The position is also accountable for prompt and high-quality resolution of IT service disruptions and actively leads initiatives to improve performance across the zone.

Tools/Technology
• Deploy, configure, and support hardware, client operating systems, and productivity software for end users.
• Provide hands-on support for a wide range of hardware, including networked and non-networked PCs, peripherals, OT systems (I4.0), hand scanners, printers, switches, wireless access points, virtual machines, UPS units, R&D lab devices, and mobile phones.
• Assist with maintenance and troubleshooting of site-based IT systems.
• Participate in the resolution of complex IT issues.
• Serve as on-site technical support, partnering with local teams and providing ground-level assistance to broader IT functions.

Process
• Adhere to IT Service Management (ITSM) processes, including asset, change, incident, request, problem, and project management, to meet service level agreements.
• Contribute to the annual refresh and stakeholder walkthrough of the IT disaster recovery plan.
• Support initiatives across applications, infrastructure, security, and operational excellence.
• Assist with root cause analysis and problem management activities.
• Provide input to IT processes supporting manufacturing equipment.
• Follow Lean Daily Management practices (e.g., 5S, RCA).
• Participate in inventory control, risk assessments, and profit planning processes.
• Support internal audits related to IT systems, software, and procedures.
• Comply with all company policies, including ethics, data protection, information security, HR, and regulatory requirements. Ensure protection of Eaton's physical and digital assets.

People
• Act as a liaison between IT and end users to promote and enforce IT standards.
• Share knowledge of policies, standards, and best practices to enhance user satisfaction and engagement.

Qualifications:

• Bachelor's degree required.
• 3+ years of relevant IT service delivery experience
• Proficient in Microsoft Windows operating systems
• Solid working knowledge of Microsoft Office Suite, including PowerPoint, Excel, SharePoint, and Outlook
• Hands-on experience with a broad range of hardware: networked and standalone PCs, peripherals, OT systems (Industry 4.0), hand scanners, printers, switches, wireless access points, virtual machines, UPS, R&D lab equipment, and mobile devices
• Familiar with core IT infrastructure components, including networks, servers, storage systems, and phone systems
• Quick to adapt and capable of supporting complex IT environments spanning multiple platforms and technologies (desktop, network, mobile, and telephony)
• Experience with manufacturing-related equipment such as barcode scanners, industrial PCs, RF scanners, and specialized printers
• Working knowledge of IT Service Management (ITIL) processes, including Asset Management, Incident Management, Request Fulfillment, Problem Management, and Change Management"
• Strong customer service and communication skills
• Effective collaboration across all organizational levels
• Experience mentoring analysts
• Demonstrates adaptability, accountability, and problem-solving in dynamic and ambiguous environments
• Skilled in time management, teamwork, and maintaining an agile mindset