Client Server Specialist

Commerz Global Service Solutions; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A global service solutions provider is seeking a Technical Support Analyst in Kuala Lumpur, Malaysia. The role involves ensuring service level agreements are adhered to while maintaining high availability and performance of monitored systems. Candidates should have professional training in computer studies, strong communication, and analytical skills, coupled with practical knowledge in service management processes. Familiarity with Unix and Windows is essential, along with experience using relevant tools like Service Now and Dynatrace.

Qualifications

• High level of responsibility and teamwork required.
• Good practical knowledge in Service-management Processes expected.
• Experience updating and documenting SOPs and training manuals.

Responsibilities

• Ensure the Service Level Agreements (SLA) are adhered to.
• Monitor servers, applications, databases, and storage performance.
• Provide technical support to end users by resolving client-server related issues.

Skills

Unix commands

Linux infrastructure

Windows commands

Service management processes

Communication skills

Analytical skills

Education

Relevant professional training in computer studies

Tools

Service Now

Dynatrace

Tivoli

UC4

Job description

To carry out and take responsibility for the tasks and activities relating to the operation of applications in production in GS-IT with the following goals:

The position 'Technical Support Analyst' comprises the following monitoring and operational roles:

Responsibilities

• Ensure the Service Level Agreements (SLA) are adhered to.
• Ensuring high availability, security, and performance of all monitored systems.
• Implement changes in accordance with requirements.
• Monitor servers, applications, databases and storage performance; ensure the availability and stability of the servers.
• Detection, analysis, resolution, and documentation of all IT faults in accordance with standards.
• Use of standard tools for incident, problem, request and change management.
• Escalation of faults as specified to the respective on‑call service or alternatively to the Escalation Manager.
• Fault response outside the service line's acceptance times.
• Adhere to company policies and procedures related to client-server operations, security and data privacy.
• Provide technical support to end users by resolving client-server related issues.

Job Specialties

• Basic Unix commands checking the status of the servers (ping, df -k, etc).
• Ability to differentiate the Linux alerts (server not pingable, full filesystem issue, oracle process not running, batch job failure).
• Basic knowledge of Unix infrastructure and how it works.
• Handling of Alarms and Events by Trouble Tickets.
• Basic Windows commands to check the status of the servers (e.g., Ping, ipconfig, etc).
• Basic knowledge of how Windows infrastructure works (e.g., Active Directory, Domain Controller, etc).
• Able to differentiate types of Windows error alerts, how to check, and the possible resolutions (Services down, Server not pingable, CPU high usage, etc).
• Comfortable with using Windows OS on our workstation.
• Handling of Alarms and Events by Trouble Tickets.

Qualifications / Skills

• Professional Skills:
  • Relevant professional training / qualifications in computer studies.
  • High level of responsibility and teamwork.
  • Good communication and strong analytical skills.
  • Good practical knowledge in Service-management Processes.
  • Experience updating and documenting SOP’s training manual.
  • Good collaboration skills to work effectively with other teams and end-users.
• Preferred:
  • Familiar with Linux commands and infrastructures.
  • Familiar with MS Windows commands and infrastructures.
  • Experience using Service Now, Dynatrace, Tivoli, and UC4.
  • Familiar with MS products like Outlook, Teams, Office 365.

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