Technical Support Engineer

Job Title: FIS Line Support

Experience: 1 - 5 years

Job Summary & Details:

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 complianceensuring 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

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

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)

Education:

10th/12th Year OR Diploma / Graduate Degree