L1 Support Engineer

Overview

Customer is seeking a proactive and customer-focused L1 Support Engineer to provide first-line support for its Siemens Opcenter MES platform supporting manufacturing operations across the United States. The role will be responsible for monitoring, incident management, user support, initial troubleshooting, and ensuring uninterrupted MES operations within agreed service levels.

Responsibilities

Key Responsibilities

• Provide Level-1 application support for Siemens Opcenter MES users and manufacturing sites.
• Monitor production support queues and respond to incidents within SLA timelines.
• Perform initial diagnosis and troubleshooting of application, data, and integration issues.
• Execute standard operating procedures, runbooks, and support checklists.
• Manage user access requests, password resets, and basic configuration updates.
• Validate production transactions and perform data verification using SQL queries.
• Monitor interfaces, scheduled jobs, and application alerts.
• Escalate unresolved issues to L2 support teams with complete diagnostic information.
• Maintain accurate incident, service request, and knowledge management records.
• Participate in daily shift handovers and operational reviews.

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Qualifications

Bachelors or Masters in Mechanical or Production Engineering

Essential skills

Required Skills

• 2-4 years of application support experience.
• Exposure to MES, Manufacturing Systems, ERP, or enterprise applications.
• Basic knowledge of Siemens Opcenter, Camstar, or similar MES platforms preferred.
• Strong SQL query and data validation skills.
• Understanding of manufacturing concepts such as Work Orders, Production Tracking, Quality, and Traceability.
• Experience with ServiceNow, Jira, or equivalent ITSM tools.
• Excellent verbal and written communication skills.
• Ability to work independently during US business hours.

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Desired skills

Preferred Qualifications

• Experience in Medical Device, Life Sciences, Pharmaceutical, or regulated manufacturing environments.
• ITIL Foundation Certification.
• Siemens Opcenter/Camstar implementation or support experience.
• Familiarity with FDA 21 CFR Part 11, GxP, and validation-controlled environments.

Experience

2-4 yrs of relevant experience.