IT Support Specialist - Marlborough, MA

IPG Photonics is seeking a highly motivated and experienced individual to join our growing IT team and work in a fast-paced, dynamic, high-tech manufacturing company. You will be the main point of contact for inquiries and requests related to our ERP and manufacturing systems, as well as development of new functionality. The ideal candidate is a diligent, hardworking individual who is able to learn new systems and processes rapidly, can work with little supervision and is capable of delivering outstanding work at all times.

DUTIES

* Provide 1^st and 2^nd level support and troubleshooting for production control and

traceability platform.

* Directly assist manufacturing and production teams with support and troubleshooting.

* Record and process requests for support received by phone, email or ticket system.

* Responsible for setup and administration of user accounts.

* Monitor, triage, and manage IT support tickets including troubleshooting to resolve

issues.

* Coordinate and/or perform validation of various modules and features as they are

implemented.

* Escalate unresolved issues/questions.

* Support product upgrades and projects, including active engagement in testing of new

features and functionality.

* Coordinate and assist with end-user training including development of system

documentation and training materials.

* Develop on-going reports needed by the business to improve information and decision

making.

* Support SOX audits.

* Demonstrate initiative and job knowledge by suggesting ideas, discovering new and

better ways of accomplishing goals.

* Minimum 3 years of hands-on experience with MS Dynamics NAV 2013 or higher

versions.

* Experience working in manufacturing environment.

* Effective communication with production and manufacturing departments to ensure

proactive support and administration, including support for new product rollouts.

* Exceptional customer service and communication skills to convey competence and

concern to end users.

* Ability to document current functionality and process flows, and suggest areas for future

improvement.

* Possess good interpersonal skills.

* Strong attention to detail.

* Ability to effectively multitask and to perform with a sense of urgency for rapid issue

resolution.

* Effective troubleshooting and problem solving skills.

* Ability to work independently with minimal direction and oversight.

Preferred Skills

* Bachelor's degree in Computer Science or a related discipline.

* Experience with MS Dynamics NAV 2017.

* Experience with .NET development environments.

* Experience providing support in a manufacturing environment, including processes,

systems and terminology.

* Experience with MS SQL, SSRS.

* Experience with Power BI or other Business Analytic tools preferred.