Voice Recording 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: 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