IT Infrastructure, End User & Industrial Systems Support Specialist

Role Overview

We are seeking a versatile IT Infrastructure & Industrial Systems Support Specialist to bridge the gap between enterprise IT environments and plant floor operations. In this role, you will be responsible for end-to-end technical support across desktop computing, industrial network infrastructure, and shop-floor automation systems. You will serve as a key technical liaison for our process manufacturing ecosystem supporting desktop users while maintaining real-time integration between industrial plant systems, laboratory testing systems, and SAP Business One, specifically leveraging BCMIX (batch control/mixing) and LABMIX (laboratory/quality assurance) add-ons.

Key Responsibilities

1. Enterprise Desktop & End-User Support

• Provide 1st Level support for Windows workstations, peripherals, and enterprise applications across office and remote users.
• Administer endpoint management systems for automated software deployment, patch management, and Group Policy (GPO) enforcement.
• Manage identity services, access control, and authentication via Active Directory (AD)
• Support specialized workplace peripherals, including PCs, tablets, phones, scanners, printers, industrial scales, and serial communication interfaces & devices

2. Industrial IT & Shop-Floor Integration Support

Support, deploy, and maintain ruggedized industrial PCs, HMIs, touch-screen terminals, and batch-control workstations across the plant floor.

• Maintain operational uptime and real-time data flows between shop-floor batch dosing systems (BCMIX), quality testing instruments (LABMIX), and SAP Business One
• Troubleshoot data interfaces, online & offline backups, integration framework queues, and server connections linking physical plant machinery to enterprise applications.
• Ensure operational continuity of laboratory instrumentation feeding quality control metrics into LABMIX.

3. Network Infrastructure & Security

• Diagnose and resolve complex network connectivity issues across LAN, industrial Wi-Fi, VPN, and VLAN-segmented plant environments.
• Support enterprise and industrial managed networking equipment (e.g., Access Points, switches, firewalls, and routers) within the corporate Network Model.
• Troubleshoot end-to-end network protocols (TCP/IP, DNS, DHCP) as well as industrial protocols (Modbus TCP, Ether Net/IP, PROFINET, OPC UA).
• Enforce cybersecurity best practices, network isolation/DMZ rules, endpoint threat protection, and disaster recovery image backups for plant-critical workstations.

Required Qualifications & Skills

• Experience: 5+ years of combined experience in IT system administration/desktop support alongside exposure to manufacturing, industrial OT, or plant environments.
• ERP & Industry Add-Ons: Hands-on experience supporting SAP Business One clients and process industry add-ons like BCMIX (batch mixing/recipe management) and LABMIX (laboratory information & QC).
• Network Infrastructure: Solid understanding of TCP/IP, VLAN segmentation, NAT, VPN tunnels, and diagnosing connectivity via packet capture/network tools (Wireshark, ping, traceroute, nslookup).
• OS & Directory Services: Deep proficiency in Windows 10/11, Windows Server and Active Directory, GPO
• Industrial Readiness: Ability and willingness to operate safely in plant floor environments (adhering to PPE guidelines, managing physical safety, and minimizing production downtime).

Preferred Qualifications

• Bachelors in IT / Computer Sciences
• Certifications such as CompTIA Network+, CCNA / CCNA Industrial will be plus
• Experience with industrial protocols (Modbus TCP, EtherNet/IP, OPC UA) and SCADA/PLC interfacing.
• Familiarity with industrial cybersecurity standards (IEC 62443, NIST SP 800-82).
• UAE Driving license is mandatory.