Operation Support

Operation Support:

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

• Manadarin Speaking is mandatory.
• 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

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)