Overview
This is a 12 hours rotations shift job with 4 days of working in a week. Work as part of a 24/7 shift team, providing continuous support to ensure uninterrupted factory operations—including nights, weekends, and holidays as scheduled.
Responsibilities
* 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
Requirements
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)
* 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)
* Nice to Have
* 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)
Education Requirements
Minimum qualification of Diploma/ITE graduates in Computer Science/Electronics/IT or equivalent
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