Operation Support

YM GLOBAL TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 48,000 - 72,000; Full time

Job summary

YM GLOBAL TECHNOLOGIES PTE. LTD. seeks a Factory Information System (FIS) Line Support Engineer to join a rotating shift team providing first-level technical support and maintaining system reliability on the factory floor.

You will monitor application performance, manage data transfers, document incidents, and escalate issues to global teams. Mandarin proficiency is required to coordinate with stakeholders.

Qualifications

• Mandarin speaking is mandatory.
• Willing to work 24/7 shift schedule.
• Experience using ITSM tools (ServiceNow, Remedy).
• Basic IT troubleshooting: hardware, software, networking.
• Strong incident management and documentation.

Responsibilities

• Provide first-level technical support for FIS applications and related systems.
• Handle incident tracking, escalation, and resolution.
• Log and maintain accurate records of incidents and service requests.
• Collaborate with global support teams to diagnose and resolve issues.
• Support information security compliance across factory clients.
• Work in a 24/7 shift environment including nights and weekends.

Skills

Mandarin speaking

Customer-centric mindset

Patience and empathy

Responsiveness and accountability

Attention to detail

Team collaboration

Basic IT troubleshooting

Clear communication skills

Shift-work readiness

Tools

ServiceNow

Remedy

Job description

Operation Support:

As a Factory Information System (FIS) Line Support Engineer, you will be part of a rotating shift team responsible for first-level technical support. Your key responsibilities include maintaining IT service,uptime, ensuring machine connectivity, monitoring application performance, managing data transfers, and updating operational reports. You will also handle incident tracking, escalation, and resolution for issues related to FIS applications, basic networking, databases, servers, and information security

• Manadarin Speaking is mandatory.
• 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

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)