Junior L1 Engineer

6 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia MindGraph Full time 30,000 - 60,000 per year

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.

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