Work as part of a 24/7 shift team, providing continuous support to ensure uninterrupted factory operations-including nights, weekends, and holidays as scheduled.
- Receive and process service requests in accordance with established procedures
- Identify and diagnose issues based on provided guidelines
- Escalate complex or unresolved incidents promptly to appropriate teams
- Log and maintain accurate records of incidents and service requests
- Categorize and classify incidents and service disruptions effectively
- Document incidents by symptoms and resolutions for future reference
- Analyze user-reported problems systematically and identify solutions, including potential side effects
- Collaborate with global support teams to quickly diagnose and resolve issues, ensuring systems are restored or responded to as required
- Support information security compliance by ensuring all factory clients operate in a secure environment aligned with global policies
Must Have
- Customer-Centric Mindset - Always prioritize user satisfaction and system reliability. Treat every issue as important.
- Patience and Empathy - Able to calmly assist users who may be frustrated or unfamiliar with technology.
- Responsiveness and Accountability - Quick to respond to issues and take ownership until resolution.
- Attention to Detail - Carefully investigate problems and document findings accurately.
- Team Collaboration - Willing to work closely with developers, infrastructure, and business teams.
- Basic IT troubleshooting skills (hardware, software, network)
- Incident and request handling using ITSM tools (e.g., ServiceNow, Remedy)
- Basic networking knowledge (IP, DNS, DHCP, LAN/WAN)
- Windows OS and client support (installation, configuration, remote support)
- Shift work readiness (ability to work 24/7 including nights/weekends)
- Clear communication skills (English proficiency for global coordination)
- Info Security awareness (basic compliance and safe practices)
Good to Have
- Experience with manufacturing execution systems (MES)
- Basic SQL/database query skills (for troubleshooting data issues)
- Monitoring tools knowledge (e.g., Nagios, Zabbix, Splunk)
- Familiarity with server environments (Windows Server, Linux basics)
- Understanding of ITIL framework (especially incident and problem management)
- Remote desktop and VPN troubleshooting
- Basic scripting knowledge (PowerShell, Python for automation)
- Cloud platform exposure (Azure, AWS - especially for hybrid environments)
- Experience with automation tools (e.g., Ansible, SCCM)
- Project coordination or documentation skills
- Multilingual ability (especially if supporting global sites)
- Certifications (CompTIA A+, Network+, ITIL Foundation, Microsoft MCP)
