Work as part of a 24/7 shift team, providing continuous support to ensure uninterrupted factory operationsincluding 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
Your Experience Includes
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)
