Customer Service Engineer I (iOCO0085) at iOCO

Job Description

• We are seeking a skilled and customer-focused Customer Service Engineer to join our team. The successful candidate will be responsible for providing high-quality technical support, troubleshooting, maintenance, and service to customers, ensuring that technical issues are resolved efficiently and that customers receive a consistently high standard of service.

What you'll do:

• Rapid Incident Response: Provide immediate onsite support to diagnose and resolve technical issues, minimizing downtime and disruption to business operations.
• Security & Compliance Support: Perform proactive monitoring, maintenance, and security checks to reduce the risk of cybersecurity incidents, data loss, and compliance gaps.
• IT/OT Collaboration: Facilitate close collaboration between IT, OT, and operational teams to ensure effective integration, coordination, and resolution of technical issues.
• Business-Specific Technical Support: Provide tailored technical solutions aligned to the organisation’s unique operational requirements and evolving technology environment.
• Cost Management: Reduce reliance on external contractors and emergency call-outs by providing dedicated onsite technical expertise, helping to control support costs.
• Technical Knowledge Retention: Develop and maintain an in-depth understanding of the organisation’s environment, systems, processes, and operational requirements.
• Proactive Maintenance: Conduct scheduled maintenance, health checks, inspections, and preventative activities to identify and address potential issues before they result in service disruption.
• Operational Continuity: Support the availability and reliability of critical IT and OT systems, helping ensure business operations continue with minimal interruption.

Your Expertise:

• 2-5 years of experience in IT and/or OT support roles
• Experience working in an industrial or manufacturing environment

Qualifications:
Certifications

• CompTIA A+, Network+, or Security+
• Cisco CCNA or CCNP
• ITIL Foundation certification
• Microsoft Azure Certification (AZ900, AZ104)
• Industrial automation certifications

Qualification Essential Competency

• Associate's or Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or a related field
• Relevant certifications or training in IT and OT technologies may be considered equivalent to formal education

Technical Skills:

• Knowledge of manufacturing systems, processes, and equipment
• Experience with OT protocols and devices (e.g., HMIs, sensors)
• Familiarity with industrial network architectures (e.g., Ethernet, Wi-Fi)
• Strong administrative and housekeeping skills in Active Directory and Azure EntraID
• Knowledge in SCCM and SCOM
• Some Experience in SQL maintenance / troubleshooting
• Hand-on End User device management, troubleshooting and repairs
• Knowledge in Access Control, Printers, Collaboration, Handheld devices and Mobile Devices
• Proficiency in operating systems (Windows, Linux, etc.)
• Knowledge of network protocols, devices, and architectures
• Experience with industrial control systems (ICS), supervisory control and data acquisition (SCADA) systems, and programmable logic controllers (PLCs)
• Familiarity with cybersecurity principles and practices
• Understanding of data backup and recovery procedures
• Experience with IT service management frameworks (ITIL) and Service Now

Soft Skills

• Excellent problem-solving and analytical skills
• Strong communication and collaboration skills
• Ability to work independently and as part of a team
• Effective time management and prioritization skills
• Customer-focused approach