Global Service Engineer (EMEA)

IPC SystemsKuala Lumpur, Kuala Lumpur, Malaysia

11 hours ago

Job description

Global Service Engineer (EMEA) – IPC Systems

Location : Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Application open – 3 days ago. Application deadline not specified.

Company Overview

IPC is a fintech company focused on the human element. With a global presence, we support local markets through advanced cloud‑based trading communications and managed connectivity solutions. Our portfolio helps clients navigate regulatory changes, maintain market access, and enhance operational efficiency.

Job Summary

The Global Service Engineer (GSE) is a key member of the Central 24×7 Remote Support Technical team. Working in an IPC office on a shift rotation (approx. 40 hours per week), the role focuses on delivering stable service to IPC’s end users while meeting contractual Service Level Agreements. Shift times are Sun‑model based around EMEA hours (2 PM – 11 PM Malaysia / Singapore time) and include rotating 24‑hour shifts.

Responsibilities

Technical Responsibility

Operate Tier 1 Technical Voice Service Desk following ITIL guidelines and IPC SLA timeframes.

Provide hands‑on knowledge of IPC Systems, Voice Recording systems, Session Border Controllers, and VOIP Gateways.

Troubleshoot PBX teams (Avaya, Cisco CUCM, etc.), voice recording (Verint & Nice), and SIP / VOIP protocols.

Maintain and monitor voice systems of IPC and allied products such as Voice Recording and Motorola WAVE / Twisted Pair.

Perform regular changes (upgrades and installations) on Cloud, Linux Kubernetes, and ESXi servers.

System Administration

Monitor global technology environment; respond to alerts.

Perform preventative maintenance : health checks, service validation, reporting.

Front‑end Incident Management focused on restoring services with SLAs.

Route tickets to appropriate 3rd‑party support teams.

Execute break / fix instructions for IPC‑provided technologies & allied products.

Gather and analyze log information for escalation to higher tiers.

Front‑end Service Request Management

Coordinate service requests with on‑site resources.

Remotely execute system changes to fulfill requests.

Manage the lifecycle of service request tickets.

Front‑end Change Management Process

Coordinate change tickets and manage documentation with the customer Change Control Board.

Manage the lifecycle of the change ticket.

Perform actual changes such as MAC (Move Add & Change) as required.

Reporting and Documentation

Provide ticket lifecycle support for incidents, changes, and service requests : opening, tracking, and closing.

Deliver timely customer‑facing updates per severity / priority to meet SLAs.

Enter tickets into the IPC ITSM system (Remedy) for advanced technical support.

Create tickets for issues via phone, email, or chat.

Classify severity and priority, managing tickets per OLA.

Maintain and update Run Book documentation and procedures.

Requirements

Bachelor’s degree or equivalent with at least 3 years of front‑line technical support or related service experience.

Expertise in voice systems, general OS, cloud applications, and office software.

Strong troubleshooting skills for complex software and hardware issues.

Hands‑on experience in Telephony / Voice environments (PBX, SIP, VOIP), Voice Recording (Nice / Verint), and Session Border Controllers.

Experience configuring and maintaining voice systems; upgrades of Linux, Kubernetes, Cloud, ESXi, and Windows OS.

Knowledge of cloud‑based technology, database and network security systems.

Ability to work under pressure, independently and self‑sufficiently.

Excellent communication, strong organizational skills, and leadership potential.

Flexibility, accuracy, attention to detail, and willingness to contribute across business areas.

Experience with IT infrastructure and VoIP telephony technologies; familiarity with ITSM systems such as Remedy.

Experience supporting global customers and working with geographically dispersed teams.

Interpersonal and team collaboration skills.

Excellent technical communication skills, written and verbal.

Desirable : experience supporting trading floors with IPC Unigy technologies.

Process improvement and automation experience is a plus.

Methodical troubleshooting skills; Wireshark experience is a plus.

SIP certification covering end‑to‑end VOIP paths, PSTN, IP PBXs, SBCs, and proxies is desirable.

Advanced skills with Microsoft Excel, Word, and Visio for technical documentation and run books.

Additional Details

Seniority level : Mid‑Senior level

Employment type : Full‑time

Job function : Engineering and Information Technology

Industries : Telecommunications

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Service Engineer • Kuala Lumpur, Kuala Lumpur, Malaysia

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