New-Indy Containerboard

Services Support and Infrastructure Operations Lead Administrator

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Who We Need:

Carolina Container is seeking a Services Support and Infrastructure Operations Lead Administrator to provide direct technical execution and tactical leadership for our IT and OT (Operational Technology) environments. This role serves as a high-level technical lead, bridging the gap between hands-on infrastructure maintenance and the oversight of helpdesk service delivery.

The successful candidate will be responsible for the stability, security, and performance of on-premises and cloud-hosted systems, networks, and VoIP solutions. This individual functions as the primary escalation point for complex technical issues coordinating with third-party partners to ensure business continuity across manufacturing and office environments. This is a field-focused role requiring regular interaction with shop floor systems—such as HMI and PLC interfaces—and site leadership to optimize technology practices and security.

What You Will Do

Tactical Infrastructure & Operations

  • Directly install, configure, and maintain servers, networks, and other IT/OT infrastructure components following Standard Operating Procedures (SOPs).
  • Provide Tier 1–3 level diagnostic support for hardware, software, and connectivity issues across both office and plant environments.
  • Maintain and optimize cloud and traditional on-premises data center infrastructure, including virtualization platforms and storage.
  • Provide hands-on support for manufacturing environments, ensuring the health and performance of shop floor systems.
  • Catalog and inventory, as needed, IT / OT equipment and maintain CMDB.

Services Support & Tactical Oversight

  • Triage EST P1 and P2 calls to ensure response of appropriate parties.
  • Mentor other staff, fostering a collaborative atmosphere and professional growth through technical training.
  • Analyze key performance indicators (KPIs) and service level agreements (SLAs) to identify and act on areas for service improvement.
  • Consult on helpdesk workload distribution and scheduling to maintain operational efficiency.
  • Develop and maintain accurate IT/OT documentation, including network diagrams, system configurations, and SOPs.
  • Collaborate with Enterprise IT/OT teams to ensure infrastructure is deployed according to defined architecture and security posture.