Global Service Engineer (APAC)

IPC Systems; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A fintech company based in Kuala Lumpur is seeking a Global Service Engineer to join their Central 24x7 Remote Support Technical team. This role requires at least 3 years of technical support experience, specifically in Telephony and Voice environments. Responsibilities include managing incidents, ensuring SLA compliance, and providing Tier 1 support. Ideal candidates should have strong troubleshooting skills and proficiency in various operating systems and ITSM tools. Competitive compensation and professional growth opportunities are available.

Qualifications

• At least 3 years of front-line technical support or related service experience.
• Hands-on experience in Telephony/Voice environments.
• Proficiency in configuring and maintaining Voice Systems.

Responsibilities

• Provide Tier 1 Technical Voice Service Desk support.
• Monitor global technology environment for preventive maintenance.
• Coordinate change tickets and maintain documentation.

Skills

Technical support

Troubleshooting

Communication skills

Process improvement

Education

Bachelor's degree or equivalent

Tools

Linux

Kubernetes

ESXi

Wireshark

Microsoft Excel

Microsoft Word

Microsoft Visio

Job description

Global Service Engineer (GSE) – IPC

IPC is a fintech company focused on the human element, providing advanced cloud-based trading communications and managed connectivity solutions to global markets.

Job Overview

The GSE will be a member of a Central 24x7 Remote Support Technical team dedicated to a specific customer. Working from IPC's Kuala Lumpur Office, the role follows a sun model shift rotation (5 AM–7 PM Malaysia/Singapore time) with an average of 40 hours per week.

Responsibilities

• Tier 1 Technical Voice Service Desk: Adhere to ITIL practices and IPC SLA requirements while troubleshooting voice platforms (PBX, Voice Recording, SBC, VOIP Gateways).
• System Administration: Monitor global technology environment, perform preventive maintenance, and manage the lifecycle of incidents, changes, and service requests in the IPC Remedy system.
• Change Management: Coordinate change tickets, maintain run‑book documentation, and execute actual changes (Move, Add, Change).
• Reporting & Documentation: Create, update, and maintain run‑book and incident documentation; provide timely ticket updates to customers.
• Performance & SLA Compliance: Ensure stable service availability to IPC end users and meet contractual SLAs.

Requirements

• Bachelor’s degree or equivalent with at least 3 years of front‑line technical support or related service experience.
• Hands‑on experience in Telephony/Voice environments (PBX, SIP, VOIP, Voice Recording, SBC).
• Proficiency in configuring and maintaining Voice Systems, and performing upgrades on Linux, Kubernetes, Cloud, ESXI, and Windows operating systems.
• Experience with ITSM systems (Remedy) and global customer support.
• Strong troubleshooting skills, communication, and the ability to work independently under pressure.
• Additional skills: Wireshark, SIP certification, Microsoft Excel/Word/Visio, process improvement/automation.

Location & Compensation

Based in Kuala Lumpur Office, the GSE reports to the Central Services Technical Manager for the Managed Services engagement.