Global Service Engineer (EMEA)

IPC Systems; Kuala Lumpur; On-site; MYR 30,000 - 60,000; Full time

Job summary

A fintech company in Kuala Lumpur is seeking a Global Service Engineer to join their 24x7 Remote Support Technical team. This high-pressure role involves providing Tier 1 technical support with strict adherence to SLAs. Candidates should have hands-on knowledge of IPC Systems, VOIP Gateways, and PBX systems. Flexibility for rotating shifts is essential. This position offers the opportunity to work in a dynamic environment focused on delivering exceptional service to clients.

Qualifications

• Experience with Tier 1 Technical Voice Service Desk.
• Hands-on knowledge of IPC Systems and VOIP Gateways.
• Ability to manage and troubleshoot high workload scenarios.

Responsibilities

• Perform Technical Voice Service Desk functions according to IPC's SLA.
• Troubleshoot voice recording systems and PBX with relevant teams.
• Manage rotating 24-hour shifts in a fast-paced environment.

Skills

Technical Voice Service Desk

PBX troubleshooting

Knowledge of VOIP Gateways

Adherence to ITIL

Tools

Avaya

Cisco CUCM

Voice Recording systems

Job description

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.

www.IPC.com

The Global Service Engineer (GSE) will be a member of a Central 24x7 Remote Support Technical team dedicated to a specific customer. The role will be based in an IPC office and work as part of a team on a shift rotation, averaging 40 hours per week. The shifts will follow the sun model (EMEA working hours ideally from 2 PM to 11 PM Malaysia/Singapore time) and the days of the week assigned. This is a high‑pressure, fast‑paced environment that may cause additional work‑related stress due to:

• Rotating 24‑hour shifts
• High level of workload
• High client and internal expectations

Job Responsibilities

• Technical Responsibility-
  • 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.
  • Troubleshooting with PBX teams Includes (Avaya, Cisco CUCM, etc.), Voice recording includes (Verint