About this role
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