Factory Information System (FIS) Line Support Engineer

About the role

As a Factory Information System (FIS) Line Support Engineer you will join a rotating 24/7 shift team that provides first‑level technical support for factory IT systems. Your main goal is to keep the production environment running smoothly by maintaining service uptime, ensuring machine connectivity and monitoring application performance.

Key responsibilities

• Provide continuous support on a 24/7 shift schedule, including nights, weekends and holidays.
• Receive, process and log service requests according to established procedures.
• Identify, diagnose and resolve issues related to FIS applications, hardware, software and network connectivity.
• Escalate complex or unresolved incidents to the appropriate teams promptly.
• Categorize and classify incidents and service disruptions accurately.
• Document symptoms, root causes and resolutions for future reference.
• Analyze user‑reported problems and propose solutions while considering potential side effects.
• Collaborate with global support teams to restore systems quickly.
• Support information‑security compliance to ensure a secure factory environment aligned with global policies.

Required profile

• Customer‑centric mindset with a focus on user satisfaction and system reliability.
• Patience and empathy when assisting users who may be frustrated or unfamiliar with technology.
• Responsiveness and accountability, taking ownership of issues until they are resolved.
• Strong attention to detail in investigating problems and documenting findings.
• Ability to work collaboratively with developers, infrastructure and business teams.

Required skills

• Basic IT troubleshooting (hardware, software, network).
• Familiarity with factory information system (FIS) applications.
• Fundamental networking knowledge.
• Basic database and server concepts.
• Understanding of information‑security compliance requirements.