Support Engineer

Company Overview

Techedge Solution Private Limited is a customer-focused IT services company specializing in IT Staffing, Data Center Operations, Enterprise Technology Support, and Digital Workforce Solutions across Asia and the Middle East.

Job Summary

As a Factory Information System (FIS) Line Support Engineer, you will join a rotating shift team providing first-level technical support to maintain IT service uptime, ensure machine connectivity, monitor application performance, manage data transfers, and update operational reports. You will handle incident tracking, escalation, and resolution for FIS applications, networking, databases, servers, and information security compliance to support a safe, efficient production environment.

Responsibilities

• Provide 24/7 shift support to maintain uninterrupted factory IT operations, including nights, weekends, and holidays as scheduled
• Receive and process service requests following established procedures to ensure timely handling
• Identify and diagnose technical issues using provided guidelines to resolve problems efficiently
• Escalate complex or unresolved incidents promptly to appropriate teams for faster resolution
• Log and maintain accurate records of incidents and service requests for tracking and analysis
• Categorize and classify incidents and service disruptions to prioritize response efforts
• Document incidents by symptoms and resolutions to build a knowledge base for future reference
• Analyze user-reported problems systematically to identify solutions and potential side effects
• Collaborate with global support teams to diagnose and resolve issues, ensuring system restoration or response as required
• Support information security compliance by ensuring factory clients operate securely in line with global policies