Job Description

Job Responsibilities:

• Provide support for first line diagnostics and Tier 1.5 troubleshooting and enhanced technical support to IPC 
  clients via various communication channels, including but not limited to: telephone, email or web
• Open/Manage both Incident and Change Request tickets and manage throughout the ticket lifecycle.
• Ensure that tickets and clients are updated per defined intervals, as documented within IPC Incident lifecycle 
  procedures.
• Log all troubleshooting steps and statistics in the IPC ticketing system.
• Engage with Tier 2 & additional parties as required in a timely manner for additional investigation of complex 
  incidents/problems when appropriate.
• Escalate incidents following a defined escalation process
• Work with telecommunications and service providers technical teams globally to ensure timely fault resolution, 
  escalating within our providers when necessary.
• Monitor network performance across a variety of platforms and proactively manage related event notifications
• Liaise closely with Tier 2/3 and other IPC engineering teams to ensure issues are being addressed with 
  efficiency and speed to meet SLA requirements.
• Input into new process and procedures as and when required.
• Assist leader in the team development/self-development - transfer of technical knowledge.
• Identify areas for improvement and communicate these clearly and professionally to the management team

Job Requirements:

Essential

• Client service professional with proven IT Service Desk experience (minimum 3+ years) in the Information & 
  Communications Technology (ICT) environment. 
• Commitment to service excellence with the ability to work in a fast-paced, multi-tasking, team environment with 
  strong attention to detail and follow through required. 
• Cisco qualification (CCNP or CCNA Minimum), or other relevant industry standard certification
• Good understanding of network environments & first level hands-on experience working on Cisco routing and 
  switching technologies.
• Experience with first or second level troubleshooting of circuit status, routing changes. Basic understanding of 
  protocols like BGP/OSPF/ISIS/MPLS will be an advantage.
• Solid Experience with IT Infrastructure technologies and VoIP Telephony.
• Ability to work as an individual contributor and team player, responsibilities require close interaction with 
  colleagues, service provider’s and client’s in a support role when complex issues arise.
• Working knowledge of industry standard ITSM ticketing tools including Remedy, Service Now etc
• Working knowledge of industry standard proactive alarm monitoring tools such as Netcool or experience with 
  alternate monitoring platforms.
• Excellent oral and written communications skills (English) and the ability to communicate effectively across a 
  diverse multicultural and global environment. 
• Strong work ethic with an energetic, influential, and diplomatic work style
• Self-starter with a ‘can do attitude’, keen to learn and grow in an international Client support environment.
• Ability to provide shift cover as part of the GSOC team roster which will include weekends and public holidays. 
  (Note: Shifts are following the sun not 24x7

Desirable

• Bachelor’s Degree or equivalent tenure of providing technical support work experience. 
• Experience in ‘translating’ technical information into business appropriate language for the client.
• ITIL V3, V4 certification
• Strong technical acumen with ability and desire to learn. 
• Knowledge of global financial markets.
• Experience in Financial Services network environments with knowledge of trading voice equipment desirable. 
• Bi/ Multi-lingual. (Asian regional languages preferred)
• SIP certification that covers VOIP path end to end, through PSTN and IP PBXs, via SBCs and proxies
• Experience with supporting financial trading floors & brokerages.

Job Requirements