Operation Support

Job Description

Key responsibilities:

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 - 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)

Good to Have

Experience with manufacturing execution systems (MES)

Basic SQL/database query skills (for troubleshooting data issues)

Monitoring tools knowledge (e.g., Nagios, Zabbix, Splunk)

Familiarity with server environments (Windows Server, Linux basics)

Understanding of ITIL framework (especially incident and problem management)

Remote desktop and VPN troubleshooting

Basic scripting knowledge (PowerShell, Python for automation)

Nice to Have

Cloud platform exposure (Azure, AWS – especially for hybrid environments)

Experience with automation tools (e.g., Ansible, SCCM)

Project coordination or documentation skills

Multilingual ability (especially if supporting global sites)

Certifications (CompTIA A+, Network+, ITIL Foundation, Microsoft MCP)

Education Requirements:

Minimum qualification of Diploma/ITE graduates in Computer Science/Electronics/IT or equivalent