IT Support Engineer

TITLE: IT Level 2 Service Desk

DEPARTMENT: Information Technology

REPORTING TO: Manager, Corporate IT Technical Services & Support, EMEA

OFFICE LOCATION: Madrid, Spain

ROLE TYPE: Full-time, Onsite/Remote, Rotating Shift

IPC is a global fintech company that puts people at the center of innovation. With a strong global footprint, we empower financial institutions and capital markets with 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.

www.IPC.com

Overview of the Team:

The IT Level 2 Service Desk team in Madrid is responsible for ensuring seamless technical support for internal users across the global organization. Acting as the primary escalation point, this role combines hands-on troubleshooting, problem analysis, and collaboration with IT teams and vendors to deliver fast, effective, and high-quality solutions. The role also focuses on continuous improvement, knowledge sharing, and proactive issue management to enhance user experience and system reliability.

The position operates on a weekly rotating schedule to provide global coverage:

• EMEA Coverage (100% on-site): One week working in the Madrid office, Monday to Friday, 9:00 AM – 6:00 PM, to support the EMEA region.
• AMERS Coverage (100% remote): The following week working remotely, Monday to Friday, 2:00 PM – 11:00 PM, to support the AMERS region.

This alternating weekly schedule ensures uninterrupted support across both EMEA and AMERS time zones. By rotating between one week on-site in the Madrid office and one week working remotely, the role provides a balanced approach that combines direct, in-person collaboration with the flexibility and efficiency of remote work. This structure not only guarantees seamless coverage for global operations but also promotes work-life balance and adaptability for the incumbent.

Role Overview:

Key Responsibilities

• Primary Escalation Point: Serve as the go-to contact for internal users via phone, email, web, etc.
• Incident & Request Management: Resolve Level 2 service requests, incidents, and problems in collaboration with Level 1/2 teams.
• Remote Troubleshooting: Diagnose issues and coordinate with IT teams or vendors for specialized support.
• Root Cause Analysis: Use metrics and data to identify trends and prevent recurring problems.
• Solution Implementation: Determine and apply the most effective solutions, ensuring timely resolution.
• User Guidance: Walk users through problem-solving steps and promote self-service tools.
• Escalations & Vendor Coordination: Forward unresolved issues and liaise with vendors for repair, replacement, or upgrades.
• Technical Support Knowledge: Provide accurate guidance on IT products, software, operating systems, and hardware.
• Documentation & Knowledge Management: Maintain comprehensive records of issues, steps taken, and resolutions in ticketing systems.
• Collaboration & Cross-Training: Share expertise with IT colleagues and assist in training new team members.
• Monitoring & Reporting: Record events, maintain inventories, and track resolutions while supporting IT projects.
• Customer Follow-Up: Update users on status, ensuring satisfaction and awareness of solutions.
• Proactive Problem Management: Identify issues before they escalate and enforce IT security protocols.
• Special Projects: Participate in additional initiatives or duties as required.

Essential Skills and Experience to be Successful in this Role:

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field preferred, or equivalent professional experience.
• 5+ years of IT experience in service desk or technical support within a multi-national, multi-language enterprise environment.

Knowledge & Expertise

• Strong understanding of comput