FIS Line Support Technician

As a Factory Information System (FIS) Line Support Technician, 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

• Customer-centric mindset, prioritizing user satisfaction and system reliability
• Patience and empathy in assisting users unfamiliar with technology
• Responsiveness and accountability, taking ownership until resolution
• Attention to detail in investigating and documenting issues
• Willingness to collaborate closely with developers, infrastructure, and business teams
• Basic IT troubleshooting skills (hardware, software, network)
• Experience with 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)
• Ability to work rotating shifts, including nights and weekends
• Clear communication skills, with English proficiency for global coordination
• Awareness of information security compliance and safe practices

Good to Have

• Experience with manufacturing execution systems (MES)
• Basic SQL/database query skills for troubleshooting data issues
• Familiarity with monitoring tools (e.g., Nagios, Zabbix, Splunk)
• Familiarity with server environments (Windows Server, Linux basics)
• Understanding of the ITIL framework, especially incident and problem management
• Experience with remote desktop and VPN troubleshooting
• Basic scripting knowledge (PowerShell, Python) for automation

Nice to Have

• Exposure to cloud platforms (Azure, AWS), particularly hybrid environments
• Experience with automation tools (e.g., Ansible, SCCM)
• Project coordination or documentation skills
• Relevant certifications (CompTIA A+, Network+, ITIL Foundation, Microsoft MCP)

We are an equal opportunity employer. All applicants will be considered on the basis of merit, skills, and experience, regardless of age, race, gender, religion, marital status, family responsibilities, or disability. We are committed to workplace fairness in line with the Tripartite Guidelines on Fair Employment Practices.