Operation Support Engineer - Factory Information System

Overview

Join our 24/7 rotating shift team as a Factory Information System (FIS) Line Support Engineer, ensuring seamless IT service availability to support manufacturing operations. Your core tasks will involve maintaining connectivity for production machines, monitoring application health, managing data flows, and updating operational reporting systems, all within a secure and compliant environment.

Key Duties

• Provide continuous technical assistance as part of a round-the-clock shift team to avoid downtime in factory processes, including working nights, holidays, and weekends.
• Manage and process incoming service requests following defined protocols.
• Identify and diagnose technical problems using established troubleshooting guidelines.
• Promptly escalate complex or unresolved issues to responsible teams for swift resolution.
• Maintain detailed logging and classification of incidents and service interruptions.
• Document symptoms and fixes of incidents for future reference to enhance knowledge base.
• Analyze reported issues critically to uncover root causes and evaluate potential side effects of solutions.
• Collaborate with international support teams to expedite problem resolution and restore system functionality.
• Ensure compliance with information security policies by monitoring factory clients' environment security continuously.

Required Qualifications and Experience

• Strong customer focus with dedication to user satisfaction and operational reliability.
• Patience and empathy to effectively assist users with varying levels of technical familiarity.
• Promptness in response and sense of responsibility to oversee incidents through to resolution.
• Meticulous attention to detail in problem investigation and documentation.
• Capability to work cohesively with development, infrastructure, and business teams.
• Fundamental IT troubleshooting skills covering hardware, software, and network issues.