Level 1 Console Support

**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).

**Description and Requirements**:
**Title**: 24 x 7 - L1 Service Management Centre (SMC) Console Support

**Reports to**: SMC Shift Leader

**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