Advanced Support Engineer

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 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 in AMERS, EMEA and APAC, with service desks in New York, London, Madrid, Singapore and Kuala Lumpur. GSS uses a follow-the-sun methodology providing 24 x 7 support coverage for client services, and operates a tiered support model that adheres to ITIL best practices to triage and resolve Incidents and Requests based on complexity and the required technical expertise to bring an issue to resolution or fulfilment.

GSS seeks candidates who exhibit proven excellence in their work. We require initiative, conceptual and applied intelligence, and a can-do attitude focused on continual self-improvement, actively participating in a work environment where every employee is encouraged to challenge, identify, and lead continual improvements.

Technology is central to IPC's success. IPC's approach to investing in technology and its application underpins our products. We have been thought-leaders in financial communications solutions and provide an impeccable, risk-managed service. We welcome candidates from diverse backgrounds who show excellence, initiative, and the ability to lead improvements to the status quo.

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 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 : Act as a subject matter expert and go-to engineer for complex issues. Work independently with minimal supervision, mentoring and training employees of varying skill levels. Negotiate complex arrangements with internal teams and external stakeholders. Apply advanced technologies, engineering principles, and innovative solutions.

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 role requires knowledge of 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 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 communications 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 with external customers

Technical writing / drawing skills

Excellent verbal and written communication skills

Flexibility and willingness to work non-standard hours to meet customer needs

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 tools

Experience with database technologies such as SQL Server and MySQL

Experience with financial trading systems such as IPC Unigy or IPC Alliance

Server & Operating Systems Certifications : Linux Certification (LPIC, Red Hat), or Microsoft Certification (MCSE, MCSA)

Network / Telecommunications Certifications : NICE NCSE or Verint (Impact360), Cisco Certifications (CCNA, CCNP, CCIE, CCVP), and advanced SIP certifications

Familiarity with ITIL practices

Education and background screening requirements as applicable

Submission Note : Please submit your CV in English.

What’s in It for You? At IPC, compensation is only part of the package. We invest in programs and initiatives to improve the overall experience of our employees. In addition to a collaborative, high-performing team environment, we offer benefits including :

Benefits package : Private Health Insurance, Plus Transport Pass, Plus Restaurant Pass

Additional Time off for Charity Work and Volunteering

Tuition Reimbursement

Certification Bonus Program

Access to "IPC University" — internal E-Learning Platform

Access to LinkedIn Learning

Structured onboarding training and peer mentor support

Wellness Program

Employee Referral Scheme

Your precise work schedule will be determined by you and your Line Manager before commencement of employment with IPC.

Additional Information IPC supports hybrid working to foster an inclusive, flexible environment. We expect around 60% of time in the office and 40% remotely, though requirements may vary by role and client needs.

You can explore more about our culture and opportunities at IPC careers and about IPC.

IPC’s Work Culture :

We foster inclusion, prioritize innovation, and maximize potential. We are a global ecosystem of diverse people who contribute to IPC’s success.

Our strength is the sum of our backgrounds, perspectives, skills and geographies, supported by a commitment to constructive dialogue and open-mindedness.

We continue to deliver ground-breaking solutions to our clients. Job ID 4599792005

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