Advanced Support Engineer

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.

**TITLE: Senior Advanced Support**:
**DEPARTMENT: ASG / GSS**:
**REPORTING TO: Robert Hanwell**:
**OFFICE LOCATION: Madrid, Spain**:
**OVERVIEW OF THE TEAM**

The Global Service and Support organization (GSS) are located across three strategic business regions in AMERS, EMEA and APAC, with service desks set up in New York, New Jersey, London, Madrid, Singapore & Kuala Lumpur. GSS uses a 'follow -the -sun' methodology providing 24 x 7 support coverage for client services, and operates using a tiered support model that adheres to ITIL best practices that efficiently triages and resolves Incidents and Requests, depending on the complexity of the issue and the level of technical expertise required to bring an issue to resolution or fulfilment.

**ROLE OVERVIEW**
- 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, analyzed, 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
- Work independently with mínimal supervision, exercising initiative and judgment.
- Mentor and train employees of varying skill levels and personalities.
- Negotiate complex arrangements with internal teams and external stakeholders.

**HOW YOU WILL MAKE AN IMPACT**

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.

**ESSENTIAL SKILLS AND EXPERIENCE TO BE SUCCESSFUL IN THIS ROLE**
- Education and experience:

- Minimum 2 years in Fintech, Information Technology or Telecommunications required
- 4 year college degree preferred
- Strong understanding of Virtualization technologies, Networking and Operating Systems (Linux RedHat, Windows Servers):

- Domains / Workgroups
- User accounts and Services
- Security (Key and certificate management and troubleshooting, authentication methods, secure communication protocols)
- OS low level troubleshooting: CLI, log review, firewall and file operations
- TCP/IP / DHCP / DNS / NTP
- 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
- Meet requirements of background screening, reference checks and education verification

**DESIRED SKILLS AND EXPERIENCE**
- Experience with IPC technologies, NICE products & Verint products
- Experience with Wireshark or other packet capture products
- Experience with database technology such as SQL Server