Advanced Support Engineer

3 weeks ago

Kuala Lumpur, Malaysia IPC Systems, Inc Full time

IPC is a fintech company that focuses on the human element. Having global presence, we support local markets with cutting edge cloud-based trading communications and managed connectivity.

Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global financial markets. This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency.

At IPC, we are committed to attracting, nurturing and promoting diverse talent across our workforce and fostering a sense of belonging within our employee family. We don't just accept differences - it's one of our core values. We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.

Come be part of the new team that delivers ground-breaking products for our clients.

www.IPC.com

About Advanced Support Group
Technology is central to the success of IPC and to maintaining our edge in the marketplace. IPC’s approach to investing and creative application of technology makes our product’s track record possible. We’ve become thought-leaders in financial communications solutions while providing our customers an impeccable, risk-managed service. We understand that organizations with the best performance must attract the best people. We relentlessly search for candidates from all backgrounds and disciplines that exhibit excellence in their work. We require initiative, conceptual and applied intelligence, and a can-do attitude that is not only focused on constant self-improvement, but also actively participates in a work environment where every employee is encouraged to challenge, identify, and ultimately lead improvements to the status quo.

Brief Description
Provide 2+ and 3rd level technical support for IPC’s advanced server and cloud-based telecommunications products in a fast paced, demanding environment servicing the financial community. Responsible for the Communications product lines.
This individual will have knowledge in installation and troubleshooting of IT server based technologies, databases and operating systems, as well as knowledge of telecommunications, networks and related security technologies.
Must be able to work nights & weekends as required. Travel at short notice may be required.
This position reports to the Regional Manager, ASG.

Job Responsibilities:

Act as problem investigator and manager to assist an incident management team (per ITIL service model)Assist IPC Tier 1 Engineers and Technicians remotely with technical issues raised through installation and/or service issues.Work with Center of Excellence, DevOps and R&D to identify bugs, perform triage, and work towards the ultimate resolution of the identified issue. Triage new concerns raised in a timely manner.Escalate issues to appropriate organizationsParticipate in incident and problem resolution process based on Swarm methodologyEnsure that all relevant information has been collected and correlated and analyze this data where applicable.When possible, reproduce the fault in the lab and establish protocols for active monitoring of troubled sites.Present results to IPC development team so that changes can be implemented to resolve the concern.Adhere to best practices in incident/issue classification and documentation and time tracking Work with customers and other IPC personnel during the installation and troubleshooting of IPC products and networks.Provide risk management services to deployment and operations teams by reviewing designs and procedures used in production deploymentManage and operate team’s lab environmentContinue improving personal technical and product specific skills via company provided training and self-studySupport and coordinate Alpha and Beta releases of IPC products.Work with Sales and Sales Engineering on special applications to meet customer requirementsProvide training to Technicians, Sales, Sales Support and other departments, when necessaryCreate installation and troubleshooting documentation, when necessary

Job Requirements:

High energy, motivated engineer with prior experience in troubleshooting incidents and problemsStrong technical foundationShould have: Understanding of Virtualization technologies, Networking and Operating Systems (Linux RedHat , Windows Servers): Domains / WorkgroupsUser accounts and ServicesSecurity (Key and certificate management and troubleshooting, authentication methods, secure communication protocols)OS low level troubleshooting: CLI, log review, firewall and file operationsTCP/IP / DHCP / DNS / NTP An understanding of VoIP and SIPExperience working in a technical support role, preferably to external customersTechnical writing / drawing skillsExcellent verbal and written communication skillsFlexibility and willingness to work non-standard hours on occasion to meet customer demand. Strong preference for: Experience with IPC technologies, support of Cloud environments, PBX and ComplianceServer & Operating Systems Certifications: Linux Certification (CompTIA, LPIC, or Red Hat), orMicrosoft Certification (MCSE, MCSA)CompTIA Server+ Network / Telecommunications Certifications: CompTIA Network+Cisco Certifications (CCNA, CCNP, CCIE, CCVP)Any advanced SIP certification (SSCA, etc) Working experience with Splunk and/or AncibleFamiliarity with ITIL practices Education: University Degree in any computer subject.Willing to travel on short noticeWilling to work alternate shifts, nights and weekends as required.

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