Support Engineer

Job Description

Responsibilities

• Provide 24/7 shift support to maintain uninterrupted factory IT operations, including nights, weekends, and holidays as scheduled
• Receive and process service requests following established procedures to ensure timely handling
• Identify and diagnose technical issues using provided guidelines to resolve problems efficiently
• Escalate complex or unresolved incidents promptly to appropriate teams for faster resolution
• Log and maintain accurate records of incidents and service requests for tracking and analysis
• Categorize and classify incidents and service disruptions to prioritize response efforts
• Document incidents by symptoms and resolutions to build a knowledge base for future reference
• Analyze user-reported problems systematically to identify solutions and potential side effects
• Collaborate with global support teams to diagnose and resolve issues, ensuring system restoration or response as required
• Support information security compliance by ensuring factory clients operate securely in line with global policies

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