Technical Support Specialist (L1) l Penang

Overview 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

Responsibilities 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 / 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

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.

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