Technical Support Specialist (L1) l Penang

Job Purpose:To carry out and take responsibility for the tasks and activities relating to the operation of applications in production in GS-ITwith the following goals:Ensure the Service Level Agreements (SLA) are adhered toEnsuring high availability, security, and performance of all monitored systems.Implement changes in accordance with requirementsThe 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 serversDetection, analysis, resolution, and documentation of all IT faults in accordance with standardsUse of standard tools for incident, problem, request and change managementEscalation of faults as specified to the respective on-call service or alternatively to the Escalation ManagerFault response outside the service line's acceptance timesAdhere to company policies and procedures related to client-server operations, security and data privacyProvide technical support to end users by resolving client-server related issuesJob 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 TicketsWindowsBasic 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 TicketsQualifications/Skill:Professional Skills Relevant professional training / qualifications in computer studiesHigh level of responsibility and team worksGood communication and strong analytical skillsGood practical knowledge in Service-management ProcessesExperience updating and documenting SOP’s training manualGood collaboration skills to work effectively with other teams and end-usersPreferred:Data center operator experienceFamiliar with Linux commands and infrastructuresFamiliar with MS Windows commands and infrastructuresExperience using Service Now, Dynatrace, Tivoli, and UC4Familiar with MS products like Outlook, Teams, Office 365Specific Work Conditions:Able to work in 2 shift cycle (11am - 11pm / 11pm - 11am) will change to 8 hours in 2026Senior might require to take on the On Call support rolesAble to work from hometo be located in Bayan Lepas, Pulau Pinang.