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 o Customer-Centric Mindset - Always prioritize user satisfaction and system reliability. Treat every issue as important. o Patience and Empathy - Able to calmly assist users who may be frustrated or unfamiliar with technology. o Responsiveness and Accountability - Quick to respond to issues and take ownership until resolution. o Attention to Detail - Carefully investigate problems and document findings accurately. o Team Collaboration - Willing to work closely with developers, infrastructure, and business teams. o Basic IT troubleshooting skills (hardware, software, network) o Incident and request handling using ITSM tools (e.g., ServiceNow, Remedy)
