Technical Support Specialist

Commerz Global Service Solutions; Bayan Lepas; Hybrid; MYR 35,000 - 60,000; Full time

Job summary

A leading company in Malaysia is seeking a Technical Support Analyst to manage application operations in production. The role involves monitoring system performance, resolving technical issues, and ensuring high service availability. Successful candidates will possess skills in Windows and Unix infrastructures along with a strong ability to communicate effectively. This position offers opportunities for work-from-home and includes comprehensive medical and dental benefits.

Benefits

Medical coverage

Dental coverage

Customizable benefits

Qualifications

• Experience in updating and documenting SOPs and training manuals.
• Basic knowledge of Unix and Windows infrastructure.
• Familiarity with service management processes.

Responsibilities

• Monitor servers, applications, and databases for performance.
• Detect, analyze, and resolve IT faults.
• Provide technical support to end users.

Skills

Good communication skills

Analytical skills

Teamwork skills

Education

Relevant professional training in computer studies

Tools

ServiceNow

Dynatrace

Tivoli

UC4

MS Office products

Job description

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

• Ensure the Service Level Agreements (SLA) are adhered to.
• Ensure high availability, security, and performance of all monitored systems.
• Implement changes in accordance with requirements.

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

• Monitor servers, applications, databases, and storage performance. Ensure the availability and stability of the servers.
• Detect, analyze, resolve, and document all IT faults in accordance with standards.
• Use standard tools for incident, problem, request, and change management.
• Escalate faults as specified to the respective on-call service or to the Escalation Manager.
• Respond to faults within 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 server status (ping, df -k, etc.).
• Differentiate Linux alerts (server not pingable, filesystem issues, Oracle process not running, batch job failures).
• Basic knowledge of Unix infrastructure.
• Handling alarms and events via trouble tickets.

Windows:

• Basic Windows commands to check server status (ping, ipconfig, etc.).
• Knowledge of Windows infrastructure (Active Directory, Domain Controller).
• Differentiate Windows error alerts and resolve issues (services down, server not pingable, high CPU usage).
• Comfortable using Windows OS on workstations.
• Handling alarms and events via trouble tickets.

Qualifications/Skills:

• Relevant professional training/qualifications in computer studies.
• High responsibility and teamwork skills.
• Good communication and analytical skills.
• Knowledge of service management processes.
• Experience in updating and documenting SOPs and training manuals.
• Effective collaboration skills.

Preferred:

• Familiarity with Linux and Windows infrastructure and commands.
• Experience with ServiceNow, Dynatrace, Tivoli, UC4.
• Familiar with MS Office products like Outlook, Teams, Office 365.

Work Conditions:

• Ability to work in 2-shift cycle (11am-11pm / 11pm-11am), changing to 8 hours in 2026.
• Senior may be required to provide on-call support.
• Work-from-home capability.
• Location: Bayan Lepas, Pulau Pinang.

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Your application will include questions about your right to work in Malaysia, expected salary, experience as a Technical Support Specialist, availability for shift work, and experience as a ServiceNow Administrator.

Commerz Global Service Solutions (CGSS) is a subsidiary of Commerzbank AG, providing global services from Kuala Lumpur and Penang, Malaysia. Visit https://www.commerz-gss.com/ for more details.

Perks and benefits include medical and dental coverage, with options to customize your benefits.