Production Support Engineer I (2nd Shift)

Job title: Production Support Engineer I (2nd Shift)

About the Role Milwaukee Tool seeks a Production Support Engineer I (2nd Shift) to provide world-class on-site IT support for the Olive Branch, MS distribution operation. Candidates should demonstrate business acumen, emotional intelligence, and a passion for customer service.

What You'll Do

• Provide world-class incident management at the Tier 1 and 2 levels.
• Serve as the escalation point for Tier 1 IT Service Desk and other Production Support staff.
• Maintain documentation and communicate with a service-oriented mindset.
• Handle PC deployment/imaging and comply with change management procedures.
• Collaborate with IT and vendors for network, telecommunications, and AV support.
• Utilize Mobile Device Management (MDM) to manage devices in distribution/manufacturing.
• Follow procedures for critical incidents and strive for continuous improvement.
• Support Enterprise technologies such as WMS and ERP at the client level.
• Assist with integrating new client technology into business processes.
• Establish strong business relationships and coordinate outages with vendors and IT.
• Be part of an on-call schedule to ensure continuous access to essential systems.
• Create knowledge base articles for Production Support SOPs.
• Ensure timely resolution of tickets and adherence to SLAs; manage aging tickets.
• Plan and implement technology projects within timeframes and budgets.

What We're Looking For

• ITIL Certification Preferred.
• 3-5 years of production support experience in manufacturing, distribution, or other time-sensitive/critical operations.
• Bachelor’s Degree or equivalent work experience.
• Advanced understanding of Windows 10/11 and Office 365; mobile devices (Apple/Android).
• Active Directory administration (account creation, group modifications, password resets).
• Knowledge of manufacturing/distribution operations and industry-specific systems (WMS, ERP, OEE, SPC).
• Intermediate Windows Server knowledge and general IT infrastructure familiarity.
• Comfortable working in fast-paced, high-stress environments and on a shop floor with lifting up to 50 lbs.
• Strong teamwork, multitasking, and KPI/SLA-driven mindset.
• Intermediate IT Service Management (ITSM) processes.

Nice to Have

• Additional IT certifications or vendor-specific training.
• Experience integrating new client technologies into business processes.

Compensation & Benefits

• Salary ranges are not disclosed in this posting. Milwaukee Tool is an equal opportunity employer.