Network Engineer (Voice) - Leading Investment Bank

PFCC Group Limited; Hong Kong; On-site; HKD 360,000 - 520,000; Full time

Job summary

PFCC Group is seeking an experienced Voice L3 Engineer to strengthen its global Technology and Operations team in Hong Kong. This role provides advanced support for enterprise voice infrastructure, handling incidents, service requests, and escalations while coordinating with Operations and Engineering across time zones.

You will work on voice platforms (CUCM, Webex, Jabber, Cisco UCM), SIP/MGCP/ISDN, and participate in deployments, tech refreshes, and documentation updates to ensure high

Qualifications

• Bachelor’s degree in Computer Science, IT or related discipline, or equivalent practical experience.
• 3–5 years of experience supporting enterprise voice and collaboration environments.
• Hands-on experience with CUCM environments, IP phones, Webex/Jabber, and mobile voice solutions.
• Solid understanding of SIP, MGCP and ISDN, plus call routing and PSTN provider services.
• Exposure to Cisco/UCM, Webex, Avaya, Oracle SBC or similar platforms is desirable.
• Working knowledge of ITIL processes (Incident, Problem, Change).
• CCNA Collaboration or CCNP Collaboration certifications advantageous.
• Strong troubleshooting, communication and customer-service skills in a global ops setting.

Responsibilities

• Provide Level 3 support for enterprise voice infrastructure and services, including incident troubleshooting, service requests and escalation of complex technical issues.
• Collaborate with global Operations and Engineering teams to maintain stability, availability and performance of voice services.
• Support infrastructure projects, technology refresh, routine maintenance and platform upgrades.
• Track, manage and prioritise operational activities via ServiceNow, ensuring timely resolution and SL adherence.
• Support acceptance of new voice deployments and maintain accurate technical documentation and configuration records.
• Participate in scheduled support rotations, including weekend change execution to ensure continuity.
• Troubleshoot and support voice services across enterprise collaboration environments and contribute to process improvements.

Skills

Voice troubleshooting

Global operations

Customer service

Communication

Education

Bachelor's degree in Computer Science or IT

Equivalent practical experience

Tools

CUCM

Cisco Webex

Jabber

Avaya

Oracle SBC

Cisco UCM

Job description

Our client, a leading global financial institution, is looking for an experiencedVoice L3 Engineerto join its global Technology and Operations team.

This is an exciting opportunity for a voice and collaboration technology professional who enjoys working in a large-scale enterprise environment and wants to play a key role in maintaining and enhancing business-critical voice infrastructure. You’ll work closely with global Operations and Engineering teams in a follow-the-Sun support model, supporting enterprise voice services, technology refresh initiatives and platform enhancements.

Key Responsibilities:

Provide Level 3 support for enterprise voice infrastructure and services, including incident troubleshooting, service requests and escalation of complex technical issues.

Work closely with global Operations and Engineering teams to maintain the stability, availability and performance of end-user and back-office voice services.

Support infrastructure projects, technology refresh initiatives, routine maintenance and platform upgrades.

Track, manage and prioritise operational activities through ServiceNow, ensuring timely resolution and adherence to service levels.

Support the operational acceptance of new voice deployments and maintain accurate technical documentation and configuration records.

Participate in scheduled support rotations, including weekend change execution and support when required to ensure operational continuity.

Troubleshoot and support voice services across enterprise collaboration and communication environments.

Contribute to continuous improvement initiatives across voice infrastructure, processes and operational practices.

Qualifications and Requirements:

Bachelor’s degree in Computer Science, Information Technology or a related technical discipline, or equivalent practical experience.

3–5 years of experience supporting enterprise voice and collaboration environments.

Hands‑on experience supportingCisco Unified Communications Manager (CUCM) environments, including IP phones, Cisco Webex / Jabber and mobile voice solutions.

Good understanding of voice protocols includingSIP, MGCP and ISDN, as well as call routing and external PSTN provider services.

Exposure to enterprise voice platforms such asCisco UCM, Webex, Avaya, Oracle SBC or similar technologies is desirable.

Working knowledge ofITIL processes, including Incident, Problem and Change Management.

Good understanding of enterprise voice and data networking concepts.

Cisco Collaboration certifications such asCCNA Collaboration, CCNP Collaboration, or equivalent knowledge are advantageous.

Strong troubleshooting, communication and customer‑service skills, with the ability to work effectively within a global operations environment.

Comfortable working in a follow-the-Sun support model and participating in scheduled support and change activities.

Strong analytical and problem‑solving skills with the ability to take ownership of technical issues through to resolution.

About PFCC Group:

We partner with the world’s most sophisticated financial institutions to unlock sustainable value. By merging operational excellence with the power of AI and digital transformation, we ensure our clients are equipped to lead, not just keep pace.

Bridging the Gap between Vision and Technical Mastery, we believe that even the most advanced strategy is only as powerful as the people executing it. That is why we specialize in identifying and placing high‑calibre technical talent within the world’s premier financial ecosystems. Whether it’s securing mission‑critical infrastructure or driving global digital shifts, we connect elite IT professionals with opportunities at global financial leaders.