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Global Services Engineer

hace 1 mes


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

Job Summary

The Global Service Engineer will be a member of a Central 24x7 Remote Support team dedicated to a specific customer and the enterprise deployment of IPC Unigy trader voice platform.

Key Responsibilities

1. Respond to services calls, manage Incident and Service Request tickets, escalate Problem tickets, monitor the technical environment and perform regular checks to validate stability of systems.

2. Ensure stable service is provided to IPC's end users and ensure adherence to our contractual Service Level Agreement (SLAs).

Requirements

1. Bachelor's degree or equivalent with 1-3 years of front line technical support or related service experience.

2. Must possess experience with IT Infrastructure technologies and VoIP Telephony technologies. Must have experience working with ITSM system, such as Remedy.

3. High energy and motivated individual with prior work experience in ITIL based culture.

4. Experience supporting global customers, working with a wide array of individuals from end users to customer's business executives. Must demonstrate interpersonal skills necessary to work within a team environment and communicate effectively across a variety of geographically dispersed resources.

Desirable

1. Experience with supporting trading floors with IPC Unigy technologies is desirable.

2. Experience with NICE or Verba Voice Recording products, Cisco CUCM, Audiocodes SBC, Kubernetes, WebRTC.

3. Proven experience in process improvements and automation is a plus.

4. Methodical troubleshooting skills. Wireshark experience a plus.

What's in It for You?

At IPC, your compensation is only part of the package. We are committed to investing in a range of programs and initiatives to improve the overall experience of our employees.

In addition to a collaborative, high-performing team environment, we're pleased to offer competitive benefits, including:

• Competitive compensation

• Private Health Insurance + Sodexo Transport Pass + Sodexo Restaurant Pass

• Additional Time off for Charity Work and Volunteering

• Tuition Reimbursement

• Certification Bonus Program

• Access to "IPC University" our Internal E-Learning Platform

• Access to LinkedIn Learning

• Structured Onboarding Training and Peer Mentor Support

• Wellness Program

• Employee Referral Scheme