Voice Recording Support Engineer

Overview Voice Recording Support Engineer role at IPC Systems. 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. Website: Title: Voice Recording Support EngineerDepartment: ASG ComplianceReporting To: Technical Team Lead, ASGOffice Location: Madrid, SpainRole Type: Full-time, Regular, Remote Role Overview 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. Knowledge in installation and troubleshooting of server-based technologies, databases, operating systems, telecommunications, networks and related security technologies. Working hours will be 3pm – 11pm CET (9am – 5pm ET) to align with the AMERS ASG Compliance team. Flexibility to work evenings and weekends as needed, with the ability to travel on short notice. Essential Skills and Experience Incident & Problem Management Act as a problem investigator and manager, assisting the incident management team (ITIL service model). Triage, escalate, and participate in incident/problem resolution using the Swarm methodology. Ensure all relevant information is collected, analysed, and documented. Reproduce faults in the lab and collaborate with the development team for resolution. Installation & Upgrades Perform remote installations and software upgrades for voice recording equipment. Assist IPC Tier 1 Engineers and Technicians remotely with technical issues. Work with customers and IPC personnel on product and network installations and troubleshooting. Technical Support & Collaboration Manage and update Remedy tickets, ensuring timely communication with customers. Work with internal teams to estimate billable compliance project timelines. Identify, triage, and resolve bugs in collaboration with development teams. Testing & Risk Management Install and test software upgrades in the lab. Provide risk management by reviewing production deployment designs and procedures. Documentation Create installation and troubleshooting documentation. Demonstrate expertise in technical writing and documentation. Work Schedule & Shift Coverage Willingness to work alternate shifts, weekends, and public holidays as part of the Regional ASG team. Provide ‘follow the sun’ shift coverage. Technical Expertise & Leadership Act as a subject matter expert and go-to engineer for complex issues. Work independently with minimal supervision, exercising initiative and judgment. Mentor and train employees of varying skill levels and personalities. Negotiate complex arrangements with internal teams and external stakeholders. Consistently apply advanced technologies, engineering principles, and innovative solutions. Desired Skills and Experience High energy, motivated engineer with prior experience in troubleshooting incidents and problems Strong technical foundation to build upon - application layer training in Voice Recording and Communications technologies will be provided by IPC An understanding of VoIP and SIP Experience working in a technical support role, preferably to external customers Technical writing / drawing skills Excellent verbal and written communication skills Flexibility and willingness to work non-standard hours on occasion to meet customer needs Meet requirements of background screening, reference checks and education verification Strong preference for IPC technologies, NICE products & Verint products Experience with Wireshark or other packet capture products Experience with database technology such as SQL Server and MYSQL Experience with Financial trading systems such as IPC Unigy or IPC Alliance Server & Operating Systems Certifications: Linux Certification (CompTIA, LPIC, or Red Hat), or Microsoft Certification (MCSE, MCSA), CompTIA Server+ Network / Telecommunications Certifications: NICE NCSE or NCSE, Verint (Impact360), CompTIA Network+ Cisco Certifications (CCNA, CCNP, CCIE, CCVP), Any advanced SIP certification (SSCA, etc) Familiarity with ITIL practices Education and experience: Minimum 2 years in Fintech, Information Technology or Telecommunications required; 4 year college degree preferred 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. Benefits include: Competitive Base Salaries Benefits Package: Private Enhanced Health Insurance Pluxee Restaurant Pass Pluxee Transport Pass (only for Hybrid positions) Additional Benefits: Access to Flexible Retribution Scheme Additional Time off for Charity Work and Volunteering Tuition Reimbursement Program Certification Bonus Program Access to “IPC University” (our Internal E-Learning Platform) Access to LinkedIn Learning Access to Babbel+ Platform and Local Language Training Program Wellness Program (including access to Modern Health Platform) Employee Referral Scheme Further information about benefits will be provided during onboarding. Additional Information IPC supports hybrid working. Expected time split is about 60% in office and 40% remote, with variations by role and client needs. Your precise work schedule will be determined by you and your Line Manager before commencement of employment. More about our culture and offerings at: and IPC’s Work Culture The IPC work culture fosters inclusion, prioritizes innovation, and maximizes potential. We are a global ecosystem with diverse people who collaborate and celebrate successes together. We are committed to constructive dialogue and open-mindedness, delivering groundbreaking solutions to clients for over 50 years. Job Details Seniority level: Entry level Employment type: Full-time Job function: Information Technology Industries: Telecommunications Referrals increase your chances of interviewing at IPC Systems by 2x Locations and related job postings: Madrid, Community of Madrid, Spain; Greater Madrid Metropolitan Area #J-18808-Ljbffr