DESCRIPTION

The IT Support Associate – Level IV works autonomously to provide advanced system and network operational support, ensuring the effectiveness, efficiency, accuracy, and availability of IT resources for end users. This role involves diagnosing and resolving complex IT issues with minimal supervision, managing incidents and service requests, and proactively identifying opportunities for service improvement. The associate collaborates closely with cross-functional teams, coaches and develops less experienced IT Support Associates, and supports continuous improvement initiatives aligned with Cummins values and Six Sigma methodologies.

Key Responsibilities

• Provide IT production and operational support for assigned areas in accordance with documented processes and standards.
• Diagnose, troubleshoot, and resolve complex hardware, software, and network issues with little or no direction.
• Install, configure, maintain, and decommission IT hardware, network devices, and applications as required.
• Support and troubleshoot enterprise network environments including switches, routers, firewalls, MPLS, VPNs, and SD-WAN solutions.
• Manage incidents and service requests using the Incident Management system; ensure accurate logging, timely resolution, and customer confirmation upon closure.
• Proactively identify potential system or network issues, analyze trends, and recommend preventive or corrective actions.
• Maintain and update process documentation, standards, and technical knowledge repositories.
• Analyze operational data to identify recurring issues and drive continuous improvement initiatives.
• Train, coach, and mentor less experienced IT Support Associates; identify training needs and development opportunities.
• Supervise and guide contract resources as required.
• Champion the use of Six Sigma and continuous improvement methodologies to reduce costs and improve service quality.
• Identify opportunities for service improvements, engage customers, and raise change requests for assessment when appropriate.
• Collaborate effectively with internal stakeholders and external partners to meet shared objectives.
• Perform additional IT-related responsibilities as assigned.

RESPONSIBILITIES

Core Competencies

• Action Oriented – Takes initiative and acts with urgency and energy to address challenges and deliver results.
• Balances Stakeholders – Anticipates and effectively manages the needs and expectations of multiple stakeholders.
• Business Insight – Applies understanding of business operations and market dynamics to support organizational goals.
• Collaborates – Builds strong partnerships and works effectively with others to achieve shared objectives.
• Communicates Effectively – Clearly conveys information in a way that meets the needs of diverse audiences.
• Cultivates Innovation – Encourages and implements new ideas to improve processes, services, and outcomes.
• Decision Quality – Makes timely, well-informed decisions that drive effective results.
• Ensures Accountability – Holds self and others responsible for meeting commitments and performance expectations.
• Manages Complexity – Effectively analyzes and resolves issues involving complex or ambiguous information.
• Optimizes Work Processes – Continuously improves processes to increase efficiency, quality, and consistency.
• Tech Savvy – Proactively adopts and leverages new technologies to enhance business and IT capabilities.
• Problem Solving – Uses structured, data-driven approaches to identify root causes and implement sustainable solutions.
• Values Differences – Respects and leverages diverse perspectives and backgrounds to strengthen team performance.

Skills

• Strong understanding of network infrastructure components including switches, routers, access points, and firewalls.
• Good knowledge of network routing protocols such as OSPF, BGP, and related technologies.
• Hands-on experience with MPLS, VPNs, and associated protocols including BGP.
• Practical experience with Cisco switches, including but not limited to 4500, 6500, and 9000 series.
• Experience working with routers, firewalls, SD-WAN solutions, Aruba Central, and related network management technologies.
• Proficiency in Microsoft Office tools, particularly Excel and PowerPoint.
• Strong problem-solving and analytical skills using structured, data-driven methodologies.
• Ability to manage complexity and troubleshoot issues in high-availability enterprise environments.
• Effective communication and collaboration skills across technical and non-technical stakeholders.
• Strong customer focus with a commitment to service excellence and accountability.

Experience

• 3 to 6 years of relevant IT support experience with significant exposure to enterprise network and systems support.
• In-depth knowledge gained through specialized training and hands-on experience in IT infrastructure, networking, and support operations.

QUALIFICATIONS

Qualifications

• Bachelor’s or Master’s degree in Engineering or Computer Applications (BE/BTech, ME/MTech, MCA, MCM, BSc in Computers), or equivalent relevant experience.
• High school diploma or equivalent required; associate degree, relevant industry training, or certifications preferred.

Job Systems/Information Technology

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

ReqID 2423087

Relocation Package No

100% On-Site No