Advanced Support Engineer (Tier 2)

Advanced Support Engineer

 Reporting Manager: Senior Manager - ASG, APAC.

Location: Malaysia

Job Responsibilities:

Brief Role Description:

Provide advanced technical support for IPC’s server and cloud-based products in a fast paced, demanding environment servicing the financial community. Responsible for supporting the Voice Recording and Communications product lines with an emphasis on recording.

This individual will have knowledge in installation and troubleshooting of server-based technologies, databases and operating systems, as well as knowledge of telecommunications, networks and related security technologies. Must be able to work nights & weekends as required. Travel at short notice may be required.

This position reports to the Regional ASG Manager.

Baseline Role and Responsibilities:

1. Act as problem investigator and manager to assist an incident management team (per ITIL service model)
2. Perform remote installations and upgrades for voice recording equipment at customers’ sites
3. Assist IPC Tier 1 Engineers and Technicians remotely with technical issues raised through installation and/or service issues.
4. Work on tickets as they come in to Remedy, update them and customers in a timely fashion
5. Work with internal groups to create time estimates for billable compliance projects
6. Work with other internal teams to identify bugs, perform triage, and work towards the ultimate resolution of the identified issue.
   a) Triage new concerns raised in a timely manner.
   b) Escalate issues to appropriate organizations
   c) Participate in incident and problem resolution process based on Swarm methodology
   d) Ensure that all relevant information has been collected and correlated and analyze this data where applicable.
   e) When possible, reproduce the fault in the lab and establish protocols for active monitoring of troubled sites.
   f) Present results to IPC development team so that changes can be implemented to resolve the concern.
   g) Adhere to best practices in incident/issue classification and documentation and time tracking
7. Work with customers and other IPC personnel during the installation and troubleshooting of IPC products and networks.
8. Provide risk management services to deployment and operations teams by reviewing designs and procedures used in production deployment
9. Install software and test upgrades in the team’s lab environment
10. Continue improving personal technical and product specific skills via company provided training and self-study
11. Work with Sales and Sales Engineering on special applications to meet customer requirements
12. Provide training to Technicians, Sales, Sales Support and other departments, when necessary.
13. Create installation and troubleshooting documentation, when necessary
14. Willing to work alternate shifts, nights and weekends as required.
15. Ability to provide ‘follow the sun’ shift cover as part of the Regional ASG team roster which will include weekends and public holidays.

Baseline Candidacy Requirements:

1. High energy, motivated engineer with prior experience in troubleshooting incidents and problems
2. Strong technical foundation to build upon - application layer training in Voice Recording and Communications technologies will be provided by IPC
3. Should have:
   a. Strong understanding of Virtualization technologies, Networking and Operating Systems (Linux RedHat, Windows Servers):
          i. Domains / Workgroups
          ii. User accounts and Services
          iii. Security (Key and certificate management and troubleshooting, authentication
methods, secure communication protocols)
          iv. OS low level troubleshooting: CLI, log review, firewall and file operations
          v. TCP/IP / DHCP / DNS / NTP
   b. An understanding of VoIP and SIP
   c. Experience working in a technical support role, preferably to external customers
   d. Technical writing / drawing skills
   e. Excellent verbal and written communication skills
   f. Flexibility and willingness to work non-standard hours on occasion to meet customer demand.
   g. Meet requirements of background screening, reference checks and education verification
4. Strong preference for:
   a. Experience with IPC technologies, Nice products, Verint products and/or ASC products
   b. Experience with Wireshark or other packet capture products
   c. Experience with database technology such as SQL Server and MYSQL
   d. Experience with Financial trading systems such as IPC Unigy or IPC Alliance
   e. Server & Operating Systems Certifications:
      i. Linux Certification (CompTIA, LPIC, or Red Hat), or
      ii. Microsoft Certification (MCSE, MCSA)
      iii. CompTIA Server+
   f. Network / Telecommunications Certifications:
      i. Nice NCSE or NCSE
      ii. Verint (Impact360)
      iii. CompTIA Network+
      iv. Cisco Certifications (CCNA, CCNP, CCIE, CCVP)
      v. Any advanced SIP certification (SSCA, etc)
   g. Familiarity with ITIL practices
5. Education and experience:
   a. Minimum 2 years in Fintech, Information Technology or Telecommunications required
   b. 4 year college degree preferred