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.comThe Technical Service Analyst (TSA) will be a member of a Central Remote Support Technical team dedicated to customers – this role will be based at IPC office working on either APAC or EMEA time zone. The TSA role is critical to the success of the organization. The TSA will be responsible for responding to service calls, managing Incident and Service Request tickets, escalating Problem tickets, monitoring the technical environment, and performing regular checks to validate the stability of systems. The goal is to ensure stable service is provided to IPC's end users and ensure adherence to our contractual Service Level Agreements (SLAs). The position will be based at our IPC Kuala Lumpur Office and will report directly to the Central Technical Services ManagerJob Responsibilities: Carry out the functions of the Tier 1 Technical Voice Service Desk with adherence to ITIL base and within the timeframes associated with IPC's SLA agreement.Technical Voice Service Desk includes knowledge and hands-on working knowledge on IPC Systems, Voice Recording systems, Session border controllers, and VOIP Gateways.Maintaining PBX teams (Avaya, Cisco CUCM, etc.), Voice recording includes (Verint & Nice) and Session border controllers (SIP protocol & VOIP Technology).Maintaining and Monitoring Voice Systems of IPC and Unigy products like Voice recording,Performing regular changes (Upgrades and installation) on Cloud, Linux Kubernetes, and ESXI servers.Accept Service Calls for issues/requests and provide related reporting to IPC's Global Services customers in accordance with customer contracts and related Scopes of Work (SOW), consistently and professionally that exceeds customer expectations.Support and maintain customer trader voice reporting requirements through IPC propriety and/or customer-provided systems and tools including but not limited to; inventory, performance, exception, operations metrics, and audit.Adhere to defined processes to provide customers with highly effective and responsive support options.Ensure a high level of client satisfaction and make sure timely responses are consistently provided following IPC Global Services SLAs.Ensure an appropriate level of customer communication around issues, orders, and/or reporting requests and that regular and frequent updates are provided.Communicate customer status, concerns, and escalations to the Customer Technical Support Manager as needed.Manage user expectations throughout the service request lifecycle. Provide regular communication to end users regarding status and resolution.Ensure IPC's adherence to customer Scopes of Work, SLAs or other performance regulating documentation specifically related to Order Management, Service Requests, and reporting for trading communication services.Understand customer business requirements for ordering trader voice services and trading communication technology and define and document processes to deliver the following expectations.Monitor order workflow and delivery trends and escalate issues to management as necessary. Ticket lifecycle support (Incidents, Changes, Service Requests) includes: Opening, tracking, and closing incident tickets.Providing timely customer-facing ticket updates, depending on the Severity/Priority of the ticket, to meet SLAs. Call key stakeholders if necessary.Swivel chair ticket entry in the IPC ITSM system (Remedy) where advanced IPC technical support is needed.Create tickets for all issues, incidents, and requests received via phone call, email, and chat.Classify incident and request severity and priority and manage tickets in accordance with Operating Level Agreements (OLAs). Maintain Run Book documentation – update workflows and procedures regularly to keep the documentation current. Job Requirements: Bachelor's degree or equivalent with at least 3 years of front-line technical support or related service experience.Must be able to work on either APAC or EMEA time zone, 5 days a week with flexibility to cover weekends.Expertise with voice systems knowledge of general OS systems, Cloud applications, and Office softwareAbility to troubleshoot complex software and hardware issues.Hands-on experience in Telephony / Voice environment skills (PBX, SIP, and VOIP), Voice Recording (Nice / Verint), and Session Border Controllers.Configuring and maintaining Voice Systems, performing upgrades of Linux, Kubernetes, Cloud, ESXI and Windows operating systems.Performing installation, Configuration, and Administration of Voice Systems.Knowledge of cloud-based technology, along with database and network security systems.Ability to work in a fast pace environment, be self-sufficient, and work independently.Excellent communication, Strong organizing skills, and self-sufficient individual and leadership skills.Flexibility, Accuracy, and attention to detail, a willingness to contribute to all areas of the business as needed.Must possess experience with IT Infrastructure technologies and VoIP Telephony technologies. Must have experience working with ITSM systems, such as Remedy.Experience supporting global customers, working with a wide array of individuals from end users to customer business executives.Must demonstrate interpersonal skills necessary to work within a team environment and communicate effectively across a variety of geographically dispersed resources.Excellent organizational skills and written-verbal technical communication.Experience with supporting trading floors with IPC Unigy technologies is desirable.Proven experience in process improvements and automation is a plus.Methodical troubleshooting skills. Wireshark experience is a plus.SIP certification that covers the VOIP path end to end, through PSTN and IP PBXs, via SBCs and proxies is desirable.Advanced skills with Microsoft Excel, Word, and Visio to support updating technical documentation and running books.
