Provide first and second line IT support to colleagues across the Ashbourne site and remote workforce, including troubleshooting, configuration, and maintenance of hardware, software, and manufacturing IT systems.
Responsibilities
Act as first point of contact for IT support requests, both remotely and face‑to‑face
Provide first and second‑line support for desktops, laptops, printers, mobile devices and other IT equipment
Troubleshoot and resolve hardware, software, network and user access issues
Install, configure and maintain Windows operating systems, Microsoft applications and business systems
Support the setup of new starters, including user accounts, permissions, hardware and workstation configuration
Requirements
IT degree or relevant IT qualification
Completed apprenticeship or 1‑2 years of experience in a similar role
Review incoming product support tickets and customer emails, identify the affected feature, and organize requests by urgency, customer impact, and existing support guidance.
Confirm the customer's reported symptoms, product version, browser, and recent actions before choosing an appropriate troubleshooting path from approved product support resources.
Record customer context and interaction history in a CRM such as HubSpot, keeping entries factual, relevant, and useful for the next support contact.
Manage ticket status and troubleshooting notes in a support platform such as Zendesk, linking related requests and recording each action taken throughout the investigation.
Reproduce reported problems using approved test environments and stepwise checks of browser settings, product preferences, and installation steps without changing customer settings unnecessarily.
Requirements
High school diploma or equivalent
Nice to have: 1-2 years of product support experience
Provide IT support and maintenance for the Auburn Hills manufacturing plant, including server monitoring, backups, hardware/software troubleshooting, and inventory management.
Support and maintain TapTone inspection systems across North America, diagnosing and repairing equipment, installing new systems, and training customers.
Compensation
Salary Range: $50,600.00-$67,500.00
Responsibilities
Diagnose and troubleshoot technical issues related to TapTone inspection equipment
Perform on-site equipment repairs and preventive maintenance at customer facilities
Install new inspection systems and verify proper operation
Train customers on equipment operation, maintenance, and best practices
Provide technical support and expert guidance to customers and internal colleagues
Requirements
Associate's Degree in mechanical or electrical engineering
Nice to have: food and beverage industry experience
A customer support role focused helping customers use software products like SimplePart, Microcat EPC, Superservice Triage and Menus, and Infodrive, while collaborating with teams in Atlanta and Detroit.
Locations (2)
Atlanta, Georgia, United States
United States
Compensation
Atlanta pay range $53,000—$58,000 USD
Responsibilities
Act as a trusted partner to customers, understanding their business needs and helping them achieve success with our products
Build and maintain relationships with key customer stakeholders to drive adoption, engagement, and satisfaction
Serve as a knowledge enablement resource, creating and maintaining guides, training content, and FAQs for both customers and internal teams
Collaborate cross-functionally to communicate customer insights, product challenges, and opportunities for improvement
Proactively identify patterns or recurring challenges and provide recommendations to improve customer workflows and experience
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