Senior IT Support Engineer

Senior IT Support Engineer

Job Summary

The Senior IT Support Engineer provides L2/L3 application support for manufacturing systems used by the production floor and warehouse. The role serves as a senior escalation point for complex system issues and works closely with internal users, technical teams and external solution providers to maintain system availability and support manufacturing operations.

Employment Details

• Employment type: Permanent
• Working days: Monday to Friday
• Working hours: 1:00 p.m. to 9:00 p.m.
• Break time: 30-minute dinner break
• Department: Information Technology

Key Responsibilities

• Provide L2/L3 support for manufacturing applications and serve as the senior escalation point for issues referred by the L1 support team.
• Monitor the availability, health and performance of shopfloor and warehouse systems.
• Investigate application incidents by reviewing system logs, databases, interfaces and backend processes.
• Perform root cause analysis and coordinate the timely resolution of issues affecting manufacturing operations.
• Work with L3 specialists, technical leads and solution providers to resolve complex system issues.
• Coordinate system testing, release readiness, deployment activities and knowledge transfer.
• Partner with Production, Quality Assurance and Warehouse users to analyse system issues and operational requirements.
• Participate in user acceptance testing and provide post-deployment support for newly released functions.
• Guide support team members and review the accuracy and completeness of troubleshooting guides and knowledge-base articles.
• Document recurring incidents, resolutions and lessons learned to support continuous improvement.
• Carry out system enhancements, functional releases and deployments according to established IT change-control procedures.
• Identify incident trends and recommend improvements to strengthen system stability and support effectiveness.
• Support the IT Support Manager in issue prioritisation, escalation management, knowledge development and service continuity.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, Electrical or Electronic Engineering, or a related discipline.

• At least 3 to 5 years of experience in manufacturing application support.

• Experience supporting applications in a manufacturing environment is required.

• Familiarity with manufacturing systems such as Manufacturing Execution Systems and Enterprise Resource Planning systems.

• Knowledge of shopfloor, production and warehouse processes.

• Hands-on experience using SQL queries, relational databases, system logs and debugging or diagnostic tools.

• Good understanding of incident management, root cause analysis, software lifecycle management, user acceptance testing, release deployment and change control.

• Strong analytical, troubleshooting, communication and documentation skills.

• Able to handle complex incidents independently and work effectively in a fast-changing manufacturing environment.

• Able to provide functional guidance to junior support team members.

• Mandarin proficiency is advantageous for communicating with Mandarin-speaking technical counterparts.

Working Relationships

• Reports to the IT Support Manager.
• Works closely with Production, Quality Assurance, Warehouse and internal IT teams.
• Coordinates with external IT solution providers and system-integration vendors.
• No direct reports, but provides functional guidance to other IT support team members.