Snaphunt Pte Ltd – Operation Support

Job Description

Key responsibilities:

• 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

• Customer-Centric Mindset - Always prioritize user satisfaction and system reliability. Treat every issue as important.
• Patience and Empathy - Able to calmly assist users who may be frustrated or unfamiliar with technology.
• Responsiveness and Accountability - Quick to respond to issues and take ownership until resolution.
• Attention to Detail - Carefully investigate problems and document findings accurately.
• Team Collaboration - Willing to work closely with developers, infrastructure, and business teams.
• Basic IT troubleshooting skills (hardware, software, network)
• Incident and request handling using ITSM tools (e.g., ServiceNow, Remedy)
• Basic networking knowledge (IP, DNS, DHCP, LAN/WAN)
• Windows OS and client support (installation, configuration, remote support)
• Shift work readiness (ability to work 24/7 including nights/weekends)
• Clear communication skills (English proficiency for global coordination)
• Info Security awareness (basic compliance and safe practices)

Good to Have

• Experience with manufacturing execution systems (MES)
• Basic SQL/database query skills (for troubleshooting data issues)
• Monitoring tools knowledge (e.g., Nagios, Zabbix, Splunk)
• Familiarity with server environments (Windows Server, Linux basics)
• Understanding of ITIL framework (especially incident and problem management)
• Remote desktop and VPN troubleshooting
• Basic scripting knowledge (PowerShell, Python for automation)

Nice to Have

• Cloud platform exposure (Azure, AWS – especially for hybrid environments)
• Experience with automation tools (e.g., Ansible, SCCM)
• Project coordination or documentation skills
• Multilingual ability (especially if supporting global sites)
• Certifications (CompTIA A+, Network+, ITIL Foundation, Microsoft MCP)

Education Requirements:

• Minimum qualification of Diploma/ITE graduates in Computer Science/Electronics/IT or equivalent

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