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.

IT Infrastructure, End User & Industrial Systems Support Specialist