Job Description
Salary up to £40,000, depending on experience, +20% shift allowance
Location Miskin, South Wales
Working pattern Full-time shift-based role providing manufacturing support coverage
The Manufacturing IT Support Analyst provides advanced, customer-focused support for manufacturing information and operational technology, including shop-floor devices, specialist applications, test rigs, networks, peripherals and supporting servers. Working independently within established standards, the role handles complex escalations, guides colleagues and contributes to projects and service improvements.
Working Hours and Shift Requirements
The role works rotating early (06h00–14h00) and late (14h00–22h00) shifts. Occasional additional support may be required for critical incidents, planned changes or business continuity, subject to company arrangements.
Responsibilities
Specialist Support and Service Delivery
Own and resolve complex incidents and requests affecting manufacturing IT and operational technology within agreed priorities and service levels.
Diagnose faults across shop-floor devices, Windows platforms, applications, networks, peripherals, test rigs, servers and databases.
Act as the technical escalation point, coordinating with IT, engineering, cyber security and suppliers.
Communicate clearly with customers, maintain accurate records and escalate production risks promptly.
Manufacturing Technology and Operational Resilience
Maintain specialist knowledge of manufacturing systems, dependencies, interfaces and business criticality.
Guide the introduction and replacement of shop-floor solutions, considering security, supportability, interoperability and lifecycle risk.
Work with manufacturing and engineering teams to understand operational requirements, constraints and change impacts.
Support patching, vulnerability remediation, obsolescence management and recovery planning.
Comply with IT policies, technical standards, change controls, safety requirements and manufacturing procedures.
Problem Management and Continuous Improvement
Investigate recurring or high-impact issues using root cause analysis and recommend sustainable fixes.
Use support trends, risks and feedback to identify automation, standardisation and service improvements.
Maintain procedures, system records, knowledge articles, diagrams and recovery guidance.
Share specialist knowledge and promote consistent support practices.
Projects, Change and Supplier Engagement
Lead defined technical workstreams and internal improvements, managing activity, risks, dependencies and communications.
Assess changes, support testing and implementation, and ensure operational readiness, documentation and handover.
Work with suppliers to investigate faults, develop proposals and address service issues.
Present technical findings and recommendations clearly while balancing project and operational priorities.
Key requirements
Substantial second-line or specialist IT support experience, including ownership of complex incidents.
Strong troubleshooting skills across Windows endpoints, hardware, networks, peripherals and business applications.
Experience supporting technology in a manufacturing, engineering, laboratory or similarly business-critical environment.
Working knowledge of incident, request, problem, change and knowledge management.
Ability to assess risk, prioritise competing demands and make sound decisions within standards.
Clear communication, documentation and knowledge-sharing skills.
A collaborative, customer-focused and safety-conscious approach, with the ability to work independently.
Desirable requirements
Experience with operational technology, industrial controls, test systems or manufacturing applications.
Knowledge of cyber security and vulnerability management in operational environments.
Experience with servers, databases, virtualisation, endpoint management or monitoring.
ITIL Foundation or relevant Microsoft, networking, cyber security or vendor…