Advanced Support Engineer

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.

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

• 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 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

Additional Information :

At IPC, we believe that hybrid working creates an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together. We spend around 60% of our time in the office and around 40% of our time working remotely. Some employees may be required to work from the office or client sites more than 60% of the time, if required by their role and / or client needs.

Your precise work schedule will be determined by you and your Line Manager before commencement of employment with IPC.

You can explore more about our culture, offerings and commitment on www.ipc.com / careers / and .

IPC’s Work Culture :

The IPC work culture is one that fosters inclusion, prioritizes innovation, and maximizes potential. We are a global ecosystem, full of diverse people that together made IPC what it is today.

Our strength as an organization is the sum of our different backgrounds, perspectives, skills and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness.

We live and breathe our commitment to innovation by embracing bold ideas, seizing new opportunities and striving for excellence. Our people have continued to deliver ground-breaking solutions to our clients for over 50 years.