• Work as part of a 24/7 shift team, providing continuous support to ensure uninterrupted factoryoperations—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 - 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)
