Level 1 Console Support - Service Management Centre (SMC) **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 ourStoryHub (https://news.lenovo.com/) . **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