L1.5 Support Technician

About the role

Interaction with team members for knowledge sharing, knowledge transition and issue resolution. Stakeholder management, share regular updates and assist in preparing operational reports. Triaging of issues and coordination with cross-functional teams for timely resolution. Follow service management processes (e.g., Incident, Change, Capacity, Problem, etc.). Maintaining agreed SLA levels and assuring quality of delivery at all times. Adhere to shift rotation plan and operating model. Interaction with SMEs on functional issues. Coordinate communications between suppliers, OEM, and business stakeholders for their particular area. Tracks and report progress to stakeholders.

Responsibilities

• Day-to-day incident monitoring and resolution (ServiceNow preferred)
• Interaction with client (IT & business users) on functional issues
• Triaging of issues and coordination with cross-functional teams for timely resolution
• Follow service management processes (e.g., Incident, Change, Capacity, Problem, etc.)
• Maintain agreed SLA levels and assure quality of delivery at all times
• Adhere to shift rotation plan and operating model
• Interaction with SMEs on functional issues
• Coordinate communications between suppliers, OEM, and other IT stakeholders for their particular area
• Track and report progress to stakeholders
• Willing to work in shifts (mandatory)
• Gemba walk in shop floor

Technical/Functional Skills

• Working experience in ServiceNow and knowledge of Incident, Problem, Change, SLM, and Knowledge Management processes
• IT endpoint knowledge applicable on production lines, plus endpoint support
• Knowledge of manufacturing shop floor systems, line-side IT devices (printers, scanners, MRTs, barcode scanners, barcode printers, smart devices), and touchpoints

Qualifications

• Bachelor of Computer Science

Benefits

• Discretionary annual incentive
• Comprehensive medical coverage: Medical & health, dental & vision, disability planning & insurance, pet insurance plans
• Family support: Maternal & parental leaves
• Insurance options: Auto & home insurance, identity theft protection
• Convenience & professional growth: Commuter benefits & certification & training reimbursement
• Time off: Vacation, time off, sick leave & holidays
• Legal & financial assistance: Legal assistance, 401K plan, performance bonus, college fund, student loan refinancing

Pay

Base salary range: $50,000 to $70,000 per annum

Schedule

Shift timings: Monday to Friday, 7:00 AM to 7:00 PM (limited to 8 hours daily). On-call support beyond office hours during emergencies. Extended shift timings based on customer requirements during emergencies.