Level 1 Console Support - Service Management Centre (SMC)

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Description and Requirements

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 fails.
• Assist or participate in any activities assigned by the 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, and ad-hoc reports for management review.
• Support 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 systems (Veeam, Veritas, VMware, etc.) will be an 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 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

If you require an accommodation to complete this application, please contactability@lenovo.com