Technical Support Specialist (L1) l KL & Penang

Overview

The role involves executing and overseeing the tasks associated with the functioning of applications in a production environment within GS-IT.

The primary objectives include:

• Maintaining compliance with Service Level Agreements (SLA)
• Guaranteeing optimal availability, security, and performance of all monitored systems.
• Implementing modifications in alignment with specified requirements

The position of 'Technical Support Analyst' encompasses various monitoring and operational responsibilities:

• Oversee the performance of servers, applications, databases, and storage to ensure their availability and stability
• Identify, analyze, resolve, and document all IT-related issues in compliance with established standards
• Utilize standard tools for incident, problem, request, and change management
• Escalate issues as outlined to the appropriate on-call service or the Escalation Manager
• Respond to faults that occur outside of the service line's accepted timeframes
• Comply with company policies and procedures regarding client-server operations, security, and data privacy
• Deliver technical support to end users by addressing client-server issues

Key Responsibilities

Linux Expertise

• Execute basic Unix commands to check server status (e.g., ping, df -k)
• Ability to distinguish between various Linux alerts (e.g., server unreachable, full filesystem, Oracle process not running, batch job failure)
• Fundamental understanding of Unix infrastructure and its operations
• Manage Alarms and Events using Trouble Tickets

Windows Proficiency

• Implement basic Windows commands to assess server status (e.g., Ping, ipconfig)
• Basic understanding of the Windows infrastructure (e.g., Active Directory, Domain Controller)
• Capable of identifying different types of Windows error alerts, methods for investigation, and potential resolutions (e.g., services down, server unresponsive, high CPU usage)
• Proficient in using the Windows OS on workstations
• Manage Alarms and Events via Trouble Tickets

Qualifications and Skills

Professional Competencies

• Relevant training or qualifications in computer science
• Strong sense of responsibility and ability to work collaboratively
• Effective communication abilities and strong analytical skills
• Practical knowledge of Service Management Processes
• Experience in updating and documenting Standard Operating Procedures (SOPs) and training manuals
• Adept at collaborating with other teams and end-users

Preferred Qualifications:

• Experience as a data center operator
• Familiarity with Linux commands and systems
• Knowledge of MS Windows commands and architecture
• Experience with tools such as Service Now, Dynatrace, Tivoli, and UC4
• Proficiency in MS products including Outlook, Teams, and Office 365

Work Conditions:

• Must be able to work in a 2-shift cycle (11am - 11pm / 11pm - 11am), transitioning to 8-hour shifts in 2026
• Senior personnel may be required to provide On-Call support
• Ability to work remotely