On Site Support Services Specialist

Job Overview

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we’ll give you what you need to make it happen. It won’t always be easy, growing takes grit. But at ABB, you’ll never run alone. Run what runs the world.

This Position reports to:
Americas OSS Regional Manager

In this role, you will be at the forefront of shaping the organization’s vision and strategic direction, with the chance to make a meaningful impact every single day. You will take ownership of defining, managing, and monitoring processes that ensure our Information Systems (IS) services not only meet requirements but continually evolve to exceed expectations. By planning, measuring, and improving every aspect of IS services, you will drive innovation and efficiency across the organization.

As a trusted expert and key resource, you will serve as the definitive source of knowledge on processes, empowering teams and enhancing organizational effectiveness. This is more than just a position—it’s an opportunity to showcase your expertise, lead with purpose, and play a pivotal role in advancing the future of our IS services.

The work model for the role is:
Hybrid in Cary, NC

• Project Management & Coordination
  • Lead and coordinate On Site Support Services projects, walk-in center implementations, and technology rollouts
  • Manage timelines and stakeholder communication to ensure successful project delivery
  • Prepare and maintain project documentation, status reports, and risk assessments
• End-User Support
  • Provide PC lifecycle support: hardware/software troubleshooting, imaging, inventory, new user setup, and peripheral installation
  • Support mobile device configuration (iOS/Android), MFA, O365, and networking connectivity
  • Support the setup and execution of local and global events (e.g., IT Weeks)
• Collaboration & Conference Room Technology
  • Deliver audio/video conference room support for Microsoft Teams Rooms (Poly, Lenovo)
  • Maintain collaboration services including Surface Hubs and AV systems
• Service Management & Business Engagement
  • Act as OSS representative to business stakeholders, handling escalations and non-standard requests
  • Monitor service delivery metrics and ensure SLA compliance
  • Develop and implement walk-in centers across the region for enhanced user support
• Manufacturing Environment Support
  • Ensure operational continuity by supporting factory IT systems and processes
• Leadership & Knowledge Sharing
  • Guide temporary work teams, monitor task completion, and share expert knowledge
  • Support installation and change of IS solutions/services, ensuring delivery on time, within budget, and at quality standards

• Bachelor’s degree in information systems or related field preferred.
• Minimum 5 years of experience in enterprise end-user support and IS infrastructure roles.
• Proven project management experience (formal certification such as PMP or Agile preferred).
• Strong sense of accountability and ability to work independently or in teams.
• Experience in demanding environments with a focus on teamwork and service excellence.
• Proficiency in Microsoft Office and O365 support.
• Solid understanding of networking topology, concepts, and server infrastructure.
• Extensive Windows 10/11 support experience; scripting/programming knowledge preferred.
• Familiarity with manufacturing processes and factory IT systems.

ABB is an Equal Employment Opportunity and Affirmative Action employer for protected Veterans and Individuals with Disabilities at ABB.

All qualified applicants will receive consideration for employment without regard to their sex (gender identity, gender expression, sexual orientation), marital status, citizenship, age, race and ethnicity, inclusive of traits historically associated with race or ethnicity, including but not limited to hair texture and protective hairstyles, color, religious creed, national origin, pregnancy, physical or mental disability, genetic information, protected Veteran status, or any other characteristic protected by federal and state law.

For more information regarding your (EEO)…