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Voice Recording Support Engineer

hace 2 semanas

Madrid, España IPC Systems A tiempo completo

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: Voice Recording Support Engineer**

**DEPARTMENT: ASG Compliance**

**REPORTING TO: Technical Team Lead, ASG**

**OFFICE LOCATION: Madrid, Spain**

**ROLE TYPE: Full-time, Regular, Remote**

**Overview of the Team**

**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.
- 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.
- **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 to be Successful in this Role**:

- 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
- 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.

**Desired Skills and Experience**:

- High energy, motivated engineer with prior experience in troubleshooting incidents and problems
- Should have:

- 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
- Strong preference for:

- Experience with 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 expe