IT Tier 1 Support

Role Summary:

The IT Service Desk & Manufacturing Application Support Analyst (Tier 1) serves as the first point of contact for IT service requests incident management operational monitoring and manufacturing application support. The role is responsible for ensuring the availability and stability of IT services and manufacturing systems through proactive monitoring timely incident resolution effective communication and escalation management

Job Responsibilities:

• Serve as the first point of contact for IT incidents service requests and user inquiries providing timely and effective support.
• Manage incidents throughout their lifecycle including logging troubleshooting escalation follow-up and closure in accordance with ITSM processes and SLAs.
• Monitor critical IT infrastructure manufacturing applications and system alerts to ensure service availability and business continuity.
• Perform routine operational checks monitor scheduled jobs and support incident recovery activities.
• Provide first-line support for manufacturing applications and assist users in resolving common operational issues.
• Execute predefined operational procedures validate service restoration and escalate unresolved issues to specialized support teams.
• Respond to critical incidents and coordinate with infrastructure network server database and application support teams to minimize business impact.
• Maintain accurate documentation operational reports monitoring records and knowledge base articles to support continuous service improvement.
• Support 24x7 manufacturing operations environment.
• Rotational shift work required.
• Participation in on-call support and incident response activities as assigned.

Job Qualifications:

• Bachelors Degree in Information Technology Computer Science Engineering or a related discipline.
• 35 years of experience in IT Service Desk IT Operations Application Support or Technical Support.
• Experience supporting manufacturing or semiconductor environments is an advantage.
• Knowledge of IT Service Management (ITIL) principles and ITIL-based service desk tools (e.g. ServiceNow).
• Understanding of Incident Request Problem and Change Management processes.
• Basic knowledge of Windows Linux and networking technologies (TCP/IP DNS DHCP LAN/WAN).
• Experience with system monitoring tools operational support systems and ticketing platforms.
• Strong customer service and user support mindset.
• Good communication interpersonal and stakeholder management skills.
• Strong analytical troubleshooting and problem-solving abilities.
• Ability to prioritize tasks and manage multiple activities in a fast-paced environment.
• Ability to work effectively in a manufacturing/24x7 operational environment.
• Strong teamwork collaboration and continuous improvement mindset

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