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Advanced Support Engineer

Remote: 
Full Remote
Contract: 
Full time
Work from: 
Malaysia

Offer summary

Qualifications:

University Degree in a computer-related field., Strong technical foundation in virtualization, networking, and operating systems., Experience in technical support roles, preferably with external customers., Certifications in Linux, Microsoft, CompTIA, or Cisco are preferred..

Key responsibilities:

  • Provide remote technical support for IPC’s telecommunications products.
  • Assist with incident management and work with various teams to resolve issues.
  • Manage and operate the team’s lab environment and support product releases.
  • Create documentation and provide training to other departments as needed.

IPC Systems logo
IPC Systems http://www.ipc.com
1001 - 5000 Employees
See all jobs

Job description

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

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.

Join a team that is dedicated to delivering groundbreaking products and making a significant impact on our clients' success.

www.IPC.com

Advanced Support Engineer

Location

Kuala Lumpur, Malaysia.

Reporting Manager

Regional Manager, ASG.

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 remote 1st, 2nd, 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.

Role and Responsibilities

  1. Act as problem investigator and manager to assist an incident management team (per ITIL service model)
  2. Assist IPC Tier 1 Engineers and Technicians remotely with technical issues raised through installation and/or service issues.
  3. 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 organizations
  • Participate in incident and problem resolution process based on Swarm methodology
  • Ensure that all relevant information has been collected and correlated and analyze this data here 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 deployment.
  • Manage and operate team’s lab environment
  • Continue improving personal technical and product specific skills via company provided training and self-study
  • Support and coordinate Alpha and Beta releases of IPC products.
  • Work with Sales and Sales Engineering on special applications to meet customer requirements
  • Provide training to Technicians, Sales, Sales Support and other departments, when necessary.
  • Create installation and troubleshooting documentation, when necessary
  • Willing to work alternate shifts, nights and weekends as required.

    • Candidacy Requirements

    1. High energy, motivated engineer with prior experience in troubleshooting incidents and problems
    2. Strong technical foundation
    3. Should have:
    • Understanding of Virtualization technologies, Networking and Operating Systems (Linux RedHat, Windows Servers):
      • Domains / Workgroups
      • User accounts and Services
      • Security (Key and certificate management and troubleshooting, authentication methods, secure communication protocols)
      • OS low level troubleshooting: CLI, log review, firewall and file operations
      • TCP/IP / DHCP / DNS / NTP
    • An understanding of VoIP and SIP
    • Experience working in a technical support role, preferably to external customers
    • Technical writing / drawing skills
    • Excellent verbal and written communication skills
    • Flexibility 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 Compliance
    • Server & Operating Systems Certifications:
      • Linux Certification (CompTIA, LPIC, or Red Hat), or
      • Microsoft 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 Ancible
    • Familiarity with ITIL practices
  • Education: University Degree in any computer subject.
    •

    Required profile

    Experience

    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Microsoft NetworkingVirtualizationHelp Desk SupportInternet Protocols SuiteMicrosoft Operating SystemsLinuxDomain Name SystemTechnical WritingTelephonyInternet Protocol TelephonyWorksoft CertifyInformation Technology Infrastructure LibraryCloud ComputingSplunkAnsibleCompliance Management

    Other Skills

    • Troubleshooting (Problem Solving)
    • Teamwork
    • Physical Flexibility
    • Communication
    Are you interested?

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