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Level 1 Console Support - Service Management Centre (SMC)

Lenovo

Lenovo

Customer Service
Kuala Lumpur, Malaysia
Posted on Jan 13, 2025
Apply now

General Information

Req #
WD00077331
Career area:
Information Technology
Country/Region:
Malaysia
State:
Wilayah Persekutuan Kuala Lumpur
City:
Kuala Lumpur
Date:
Monday, January 13, 2025
Working time:
Full-time
Additional Locations:
* Malaysia

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).
This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Description and Requirements

Title: 24 x 7 – L1 Service Management Centre (SMC) Console Support

Reports to: SMC Shift Leader

Job Description: L1 SMC Console Support is responsible for the monitoring of production infrastructure and applications including server, network, storage, backup, database and applications, scheduling job, L1 incident diagnosis, delivered on a full remote basis, running on 12-hour shifts with the team covering 24-by-7.

You will:

  • Perform L1 smc monitoring for System (Linux/ Windows/ Weblogic/ Database/ Storage/ Network) or Application’s production servers.
  • Perform first level troubleshooting for the required System or Applications to ensure the incident is resolved.
  • Resolve/Close the Incident ticket by updating the relevant information upon successful troubleshooting.
  • Assign Incident Ticket to L2/ L3/ L4 relevant support when Level 1 troubleshooting is failed.
  • Assist or participate in any activities that been assigned by Shift Leader.
  • Assist Change Manager to perform simple change execution on the change ticket
  • Perform batch scheduling monitoring, update, rerun and report
  • Perform backup monitoring, update, rerun and report
  • Perform daily health check across all Monitoring tools and report to Tools Administrator for any issues.
  • Prepare daily, weekly, monthly, adhoc report for management review.
  • Supporting Hong Kong clients
  • Willing to work on shift rotations and standby.
You bring:
  • Diploma/ Degree holder in Computer Engineering/ Information Technology or related disciplines.
  • 2-3 years of experience in IT Field.
  • Experience in tools used for System and Application monitoring (e.g. Sitescope, Whatsup Gold, Solarwinds, ScienceLogic, Helix/ServiceNow ITSM, Quest Foglight, Dynatrace, NagiosXI, BMC Patrol (True Sight) and IBM BigFix) will be an added advantage.
  • Experience in backup system (veeam, veritas, vmware, etc) will be added advantage
  • Experience in System (Linux/Windows/Weblogic/Database/Storage/Network) will be an added advantage.
  • Experience in Control-M for batch scheduling or any equivalent tool on batch scheduling, monitoring of jobs will be an added advantage
  • Good understanding and with passion to learn broad knowledge on IT infrastructure management, network, operation systems and databases.
  • Good problem-solving skills, background analytics, a team attitude and focus on excellent customer service/support.
  • Driven and able to multi-task, strong time management skills and strong team player.
  • Experience in supporting Hong Kong clients is a plus point
  • Required Language(s): English, Cantonese, Mandarin
#LPS

Additional Locations:
* Malaysia
* Malaysia
Apply now
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