FIS Line Support Engineer

About the role – you will:

•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

oCustomer-Centric Mindset - Always prioritize user satisfaction and system reliability. Treat every issue as important.

oPatience and Empathy - Able to calmly assist users who may be frustrated or unfamiliar with technology.

oResponsiveness and Accountability - Quick to respond to issues and take ownership until resolution.

oAttention to Detail - Carefully investigate problems and document findings accurately.

oTeam Collaboration - Willing to work closely with developers, infrastructure, and business teams.

oBasic IT troubleshooting skills (hardware, software, network)

oIncident and request handling using ITSM tools (e.g., ServiceNow, Remedy)

oBasic networking knowledge (IP, DNS, DHCP, LAN/WAN)

oWindows OS and client support (installation, configuration, remote support)

oShift work readiness (ability to work 24/7 including nights/weekends)

oClear communication skills (English proficiency for global coordination)

oInfo Security awareness (basic compliance and safe practices)

•Good to Have

oExperience with manufacturing execution systems (MES)

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

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

oFamiliarity with server environments (Windows Server, Linux basics)

oUnderstanding of ITIL framework (especially incident and problem management)

oRemote desktop and VPN troubleshooting

oBasic scripting knowledge (PowerShell, Python for automation)

•Nice to Have

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

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

oProject coordination or documentation skills

oMultilingual ability (especially if supporting global sites)

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