Service Desk Analyst

4 days ago

Kuala Lumpur, 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.

Job Responsibilities:

  • Provide support for first line diagnostics and Tier 1.5 troubleshooting and enhanced technical support to IPC clients via various communication channels, including but not limited to: telephone, email or web.
  • Open/Manage both Incident and Change Request tickets and manage throughout the ticket lifecycle.
  • Ensure that tickets and clients are updated per defined intervals, as documented within IPC Incident lifecycle procedures.
  • Log all troubleshooting steps and statistics in the IPC ticketing system.
  • Engage with Tier 2 & additional parties as required in a timely manner for additional investigation of complex incidents/problems when appropriate.
  • Escalate incidents following a defined escalation process.
  • Work with telecommunications and service providers technical teams globally to ensure timely fault resolution, escalating within our providers when necessary.
  • Monitor network performance across a variety of platforms and proactively manage related event notifications.
  • Liaise closely with Tier 2/3 and other IPC engineering teams to ensure issues are being addressed with efficiency and speed to meet SLA requirements.
  • Input into new process and procedures as and when required.
  • Assist leader in the team development/self-development - transfer of technical knowledge.
  • Identify areas for improvement and communicate these clearly and professionally to the management team.

Job Requirements:

Essential

  • Client service professional with proven IT Service Desk experience (minimum 3+ years) in the Information & Communications Technology (ICT) environment.
  • Commitment to service excellence with the ability to work in a fast-paced, multi-tasking, team environment with strong attention to detail and follow through required.
  • Cisco qualification (CCNP or CCNA Minimum), or other relevant industry standard certification.
  • Good understanding of network environments & first level hands-on experience working on Cisco routing and switching technologies.
  • Experience with first or second level troubleshooting of circuit status, routing changes. Basic understanding of protocols like BGP/OSPF/ISIS/MPLS will be an advantage.
  • Solid Experience with IT Infrastructure technologies and VoIP Telephony.
  • Ability to work as an individual contributor and team player, responsibilities require close interaction with colleagues, service provider's and client's in a support role when complex issues arise.
  • Working knowledge of industry standard ITSM ticketing tools including Remedy, Service Now etc.
  • Working knowledge of industry standard proactive alarm monitoring tools such as Netcool or experience with alternate monitoring platforms.
  • Excellent oral and written communications skills (English) and the ability to communicate effectively across a diverse multicultural and global environment.
  • Strong work ethic with an energetic, influential, and diplomatic work style.
  • Self-starter with a 'can do attitude', keen to learn and grow in an international Client support environment.
  • Ability to provide shift cover as part of the GSOC team roster which will include weekends and public holidays. (Note: Shifts are following the sun not 24x7.

Desirable

  • Bachelor's Degree or equivalent tenure of providing technical support work experience.
  • Experience in 'translating' technical information into business appropriate language for the client.
  • ITIL V3, V4 certification.
  • Strong technical acumen with ability and desire to learn.
  • Knowledge of global financial markets.
  • Experience in Financial Services network environments with knowledge of trading voice equipment desirable.
  • Bi/ Multi-lingual. (Asian regional languages preferred).
  • SIP certification that covers VOIP path end to end, through PSTN and IP PBXs, via SBCs and proxies.
  • Experience with supporting financial trading floors & brokerages.
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