Job
Description
As a Technical Support Specialist at Flex, your role will involve providing advanced technical support and maintaining knowledge base resources for Flex Future Factory connectors and integration solutions. Your responsibilities will include: - Providing advanced troubleshooting and resolution for escalated incidents related to factory connectors and integration solutions. - Collaborating with engineering and development teams to address recurring or complex technical issues. - Monitoring system performance, identifying root causes, and recommending corrective actions. In addition to technical support, you will also be responsible for knowledge management by: - Maintaining and updating the knowledge base to ensure accurate, relevant, and up-to-date technical documentation. - Developing technical articles, FAQs, and troubleshooting guides to support 1st-level teams and end users. - Promoting a knowledge-sharing culture across global support and engineering teams. Furthermore, your role will involve engaging with customers and stakeholders by: - Acting as a point of escalation for customers and internal teams, ensuring effective and professional communication. - Providing guidance and mentorship to junior support staff. - Capturing lessons learned from incidents and translating them into knowledge base improvements. You will also contribute to process and continuous improvement by: - Ensuring compliance with ITIL and company service management standards. - Contributing to process optimization, incident management improvements, and service desk best practices. - Assisting in defining SLAs, monitoring KPIs, and reporting on support performance. Qualifications we are looking for in our ideal candidate include: - 3+ years of experience in a technical support or service desk role. - Strong troubleshooting and problem-solving skills with hardware, software, and connectivity issues. - Excellent technical writing and documentation skills. - Strong communication and customer service orientation. - Experience in knowledge base management and maintenance. - ITIL Foundation certification (preferred). - Experience with ServiceNow or equivalent ticketing systems. - Familiarity with monitoring and remote support tools. - Exposure to manufacturing environments or industrial IT systems is a plus. - Experience with Node-RED, Python, or API development for system integration. - Knowledge of middleware, MES/ERP integration, and industrial data models. - Exposure to data visualization tools (Power BI, Grafana, or Ignition dashboards). In return for your great work, you will receive benefits such as Health Insurance and Paid Time Off. Join Flex and be a part of a diverse manufacturing partner that values innovation, inclusivity, and growth. Apply now to create the extraordinary. As a Technical Support Specialist at Flex, your role will involve providing advanced technical support and maintaining knowledge base resources for Flex Future Factory connectors and integration solutions. Your responsibilities will include: - Providing advanced troubleshooting and resolution for escalated incidents related to factory connectors and integration solutions. - Collaborating with engineering and development teams to address recurring or complex technical issues. - Monitoring system performance, identifying root causes, and recommending corrective actions. In addition to technical support, you will also be responsible for knowledge management by: - Maintaining and updating the knowledge base to ensure accurate, relevant, and up-to-date technical documentation. - Developing technical articles, FAQs, and troubleshooting guides to support 1st-level teams and end users. - Promoting a knowledge-sharing culture across global support and engineering teams. Furthermore, your role will involve engaging with customers and stakeholders by: - Acting as a point of escalation for customers and internal teams, ensuring effective and professional communication. - Providing guidance and mentorship to junior support staff. - Capturing lessons learned from incidents and translating them into knowledge base improvements. You will also contribute to process and continuous improvement by: - Ensuring compliance with ITIL and company service management standards. - Contributing to process optimization, incident management improvements, and service desk best practices. - Assisting in defining SLAs, monitoring KPIs, and reporting on support performance. Qualifications we are looking for in our ideal candidate include: - 3+ years of experience in a technical support or service desk role. - Strong troubleshooting and problem-solving skills with hardware, software, and connectivity issues. - Excellent technical writing and documentation skills. - Strong communication and customer service orientation. - Experience in knowledge base management and maintenance. - ITIL Foundation certification (preferred). - Experience with ServiceNow or equivalent ticketing systems
