Job Description

Key Responsibilities:

L1 Operations & Monitoring:

Perform 24/7 monitoring of applications, servers, services, and scheduled jobs using monitoring tools.
Log and track incidents, service requests, and alerts in the ITSM system. Perform initial assessment, basic troubleshooting, and provide first-level resolutions where possible.

Infrastructure & Application Support:

Basic understanding of Linux/Windows servers, networks, databases, and cloud environments. Support application health checks, system restarts, and log reviews under guidance. Assist in routine maintenance activities and daily operational checks.

Incident Management:

Respond promptly to alerts and user-reported issues. Document incident details clearly and escalate to L2/L3 teams as per SOP. Follow up on open incidents to ensure timely closure within SLA.

Stakeholder Communication:

Communicate status updates and incident progress to supervisors and customers clearly. Prepare daily/weekly operational reports, incident summaries, and shift handover documentation.

Process Adherence & Documentation:

Comply with operational SOPs and ITIL-based service management practices. Maintain updated knowledge base articles and checklists. Ensure proper documentation of fixes, workarounds, and monitoring guidelines.

Required Skills & Qualifications:

Diploma/Degree in IT, Computer Science, or related field. 1-3 years of L1 support experience in Application or Infrastructure Support.
Good understanding of:
Operating Systems (Windows / Linux) Networking basics (TCP/IP, DNS, VPN) Application fundamentals (web applications, APIs, logs) Monitoring tools and ITSM ticketing tools Ability to analyze logs and perform initial issue triaging. Strong communication skills and willingness to work in rotational shifts (if required). Ability to follow structured SOPs and escalate issues appropriately.

Preferred Qualifications:

Malaysian citizens or candidates already residing in Malaysia. Familiarity with cloud environments (AWS/Azure/GCP) is an added advantage. Exposure to scripting (PowerShell, Bash, Python) will be a plus. Experience working in an AMS or Managed Services environment.
Job Type: Contract
Contract length: 12 months

Pay: RM4,500.00 - RM6,000.00 per month

Benefits:

Health insurance Professional development
Work Location: In person