Application Support - Microsoft skills - Lead

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.