Global Services Engineer

hace 1 semana


Madrid, Madrid, España IPC Systems, Inc A tiempo completo

IPC is a fintech company focused on the human element, offering cutting edge cloud-based trading communications and managed connectivity globally.

Through our solutions, we tackle business challenges and adapt to regulatory changes in fast-paced financial markets, enabling clients to maintain market access, competitive advantage, and operational efficiency.

At IPC, we are dedicated to attracting, nurturing, and promoting diverse talent, fostering a sense of belonging within our workforce. Diversity is a core value for us as it makes our teams stronger and more innovative.

Join the team delivering groundbreaking products for our clients.

TITLE: Global Service Engineer
DEPARTMENT: Global Service & Support / Managed Services
REPORTING TO: Central Technical Service Manager
LOCATION: Madrid, Spain
ROLE TYPE: Full-time, shift work, hybrid

POSITION SUMMARY

The Global Service Engineer (GSE) will be part of a Central 24x7 Remote Support team dedicated to a specific customer and the deployment of IPC Unigy trader voice platform. The shifts will vary between morning and evening shifts weekly, including weekends.

The GSE will handle service calls, manage Incident and Service Request tickets, monitor the technical environment, and ensure stable service for IPC's end users while adhering to Service Level Agreements (SLAs).

The role is based in Madrid, Spain, reporting to the regional Central Technical Service Manager.

RESPONSIBILITIES

  • Carry out Tier 1 Service Desk functions following ITIL processes and IPC's SLAs.
    • System Monitoring - Take action on alerts in the global technology environment.
    • Preventative maintenance - Conduct tasks like Health Checks and Reporting.
    • Incident Management - Focus on restoring services within SLAs.
    • Service Request Management - Coordinate and fulfill service requests.
    • Change Management - Coordinate change tickets and manage documentation.
  • Ticket lifecycle support (Incidents, Changes, Service Requests) includes:
    • Opening, tracking, and closing tickets.
    • Providing timely updates to meet SLAs.
    • Create tickets for all issues via various channels.
    • Classify incident severity and priority according to OLAs.

Maintain Run Book documentation, updating procedures regularly to keep documentation current.

EXPERIENCE / SKILLS / QUALIFICATIONS

  • Bachelor's degree with 1-3 years of technical support experience.
  • Experience in IT Infrastructure and VoIP technologies.
  • Highly motivated with ITIL experience.
  • Global customer support experience with excellent communication skills.
  • Self-sufficient and able to work independently.
  • Strong organizational and technical communication skills.
  • Flexibility to work non-standard hours occasionally.
  • Commitment to quality and customer service.
  • Proficient in Microsoft Excel, Word, and Visio.
  • Fluency in English.

DESIRED

  • Experience with IPC Unigy technologies.
  • Experience with various VoIP technologies and process improvements.
  • Strong troubleshooting skills and Wireshark experience.
  • SIP certification related to VOIP technologies.

What's in It for You?

IPC offers competitive benefits including:

  • Competitive compensation
  • Private Health Insurance, Transport Pass, and Restaurant Pass
  • Time off for Charity Work and Tuition Reimbursement
  • Certification Bonus Program
  • Access to internal and external E-Learning platforms
  • Structured Onboarding Training and Wellness Program
  • Employee Referral Scheme

Learn more about our culture, offerings, and commitment to diversity on our website.

IPC's Diversity Statement:

IPC fosters an inclusive work culture, prioritizes diversity, and collaborates with local communities. We value different backgrounds and perspectives, encouraging constructive dialogue and open-mindedness. Join us in promoting social equality and justice. – Bob Santella, Chief Executive Officer


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