Technical Support Specialist (L1) l Penang

Commerz Global Service Solutions; Penang; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A global service solutions provider in Penang is seeking a Technical Support Analyst to ensure high availability and performance of systems. The role involves monitoring servers, troubleshooting issues, and providing technical support to end users. Candidates should have strong Linux and Windows skills, effective communication, and relevant training in computer studies. The position requires shift work with the possibility of remote work.

Benefits

Flexible work arrangements

Opportunity for on-call support roles

Qualifications

• High level of responsibility and teamwork.
• Good practical knowledge in service-management processes.
• Experience updating and documenting SOP's training manual.

Responsibilities

• Monitor servers, applications, databases, and storage performance.
• Detection, analysis, resolution, and documentation of IT faults.
• Provide technical support to end users by resolving client-server issues.

Skills

Linux skills

Windows skills

Communication skills

Analytical skills

Education

Relevant professional training/qualifications in computer studies

Tools

Service Now

Dynatrace

Tivoli

UC4

Job description

Job Purpose:

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:

• 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

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
• 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:

Linux Skills

• 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

Windows

• Basic Windows commands to check the status of the servers. (e.g., Ping, ipconfig, and so on…)
• Basic knowledge of how Windows infrastructure works. (e.g., Active Directory, Domain Controller and so on…)
• Able to differentiate types of Windows error alerts, how to check, and the possible resolutions. (Services down, Server not pingable, CPU high usage and so on…)
• Comfortable with using Windows OS on our workstation.
• Handling of Alarms and Events by Trouble Tickets

Qualifications/Skill:

Professional Skills

• Relevant professional training / qualifications in computer studies
• High level of responsibility and team works
• 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:

• Data center operator experience
• 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

Specific Work Conditions:

• Able to work in 2 shift cycle (11am - 11pm / 11pm - 11am) will change to 8 hours in 2026
• Senior might require to take on the On Call support roles
• Able to work from home
• to be located in Bayan Lepas, Pulau Pinang.