Operation Support Executive (FIS Line Support, 24x7)

Project: Operation Support

Job Title: FIS Line Support

About our group:

Global Factory Information Technologies (GFIT) is a global organization dedicated to supporting the IT needs of manufacturing operations. Our services ensure seamless business continuity by providing 24/7 support for factory line systems.

As a Factory Information System (FIS) Line Support Engineer, you will be part of a rotating shift team responsible for first-level technical support. Your key responsibilities include maintaining IT service uptime, ensuring machine connectivity, monitoring application performance, managing data transfers, and updating operational reports. You will also handle incident tracking, escalation, and resolution for issues related to FIS applications, basic networking, databases, servers, and information security compliance-ensuring a safe and efficient production environment.

About the role - you will:

. 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

Your experience includes:

. Must Have

o Customer-Centric Mindset - Always prioritize user satisfaction and system reliability. Treat every issue as important.

o Patience and Empathy - Able to calmly assist users who may be frustrated or unfamiliar with technology.

o Responsiveness and Accountability - Quick to respond to issues and take ownership until resolution.

o Attention to Detail - Carefully investigate problems and document findings accurately.

o Team Collaboration - Willing to work closely with developers, infrastructure, and business teams.

o Basic IT troubleshooting skills (hardware, software, network)

o Incident and request handling using ITSM tools (e.g., ServiceNow, Remedy)

o Basic networking knowledge (IP, DNS, DHCP, LAN/WAN)

o Windows OS and client support (installation, configuration, remote support)

o Shift work readiness (ability to work 24/7 including nights/weekends)

o Clear communication skills (English proficiency for global coordination)

o Info Security awareness (basic compliance and safe practices)

. Good to Have

o Experience with manufacturing execution systems (MES)

o Basic SQL/database query skills (for troubleshooting data issues)

o Monitoring tools knowledge (e.g., Nagios, Zabbix, Splunk)

o Familiarity with server environments (Windows Server, Linux basics)

o Understanding of ITIL framework (especially incident and problem management)

o Remote desktop and VPN troubleshooting

o Basic scripting knowledge (PowerShell, Python for automation)

. Nice to Have

o Cloud platform exposure (Azure, AWS - especially for hybrid environments)

o Experience with automation tools (e.g., Ansible, SCCM)

o Project coordination or documentation skills

o Multilingual ability (especially if supporting global sites)

o Certifications (CompTIA A+, Network+, ITIL Foundation, Microsoft MCP)