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
