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) is located across three strategic regions : AMERS, EMEA, and APAC. It has service desks in New York, New Jersey, London, Madrid, Singapore, and Kuala Lumpur. GSS provides 24x7 support using a ‘follow-the-sun’ methodology and operates on an ITIL-based tiered support model to efficiently resolve incidents and requests.

We seek candidates who demonstrate proven excellence, initiative, and a proactive attitude. Our approach emphasizes technological innovation, continuous improvement, and a collaborative environment.

Role Overview

• Incident & Problem Management : Investigate and manage problems, assist incident teams, and collaborate on resolution using Swarm methodology.
• Installation & Upgrades : Perform remote installations and upgrades of voice recording equipment, and assist with network and product installations.
• Technical Support & Collaboration : Manage tickets, communicate with clients, and collaborate on bug fixes and project timelines.
• Testing & Risk Management : Test upgrades and review deployment designs for risk mitigation.
• Documentation : Create and maintain technical documentation.
• Work Schedule & Shift Coverage : Willingness to work alternate shifts, including nights, weekends, and holidays.
• Technical Leadership : Serve as a subject matter expert, mentor colleagues, and lead technological initiatives.

Impact

Provide advanced support for IPC’s server and cloud products, focusing on recording solutions, supporting server technologies, databases, and networks. Flexibility to work nights and weekends is required, with possible travel.

Essential Skills & Experience

Desired Skills & Experience

Benefits and Culture

Competitive salaries, health insurance, transport and restaurant passes, time off, tuition reimbursement, certifications, training platforms, wellness programs, and employee referrals. Our hybrid work model combines office and remote work, fostering an inclusive and innovative culture that values diversity, dialogue, and excellence.

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