Advanced Support Engineer

OVERVIEW OF THE TEAM

The Global Service and Support organization (GSS) are located across three strategic business regions in AMERS, EMEA and APAC, with service desks set up in New York, New Jersey, London, Madrid, Singapore & Kuala Lumpur. GSS uses a ‘follow -the -sun’ methodology providing 24 x 7 support coverage for client services, and operates using a tiered support model that adheres to ITIL best practices that efficiently triages and resolves Incidents and Requests, depending on the complexity of the issue and the level of technical expertise required to bring an issue to resolution or fulfilment.

GSS understand that organizations with the best performance must attract the best people. We relentlessly search for candidates that exhibit proven excellence in their work. We require initiative, conceptual and applied intelligence, and a can-do attitude that is focused on constant self-improvement, actively participating in a work environment where every employee is encouraged to challenge, identify, and ultimately lead continual improvements.

Technology is central to the success of IPC and to maintaining our edge in the marketplace. IPC’s approach to investing and creative application of technology makes our product’s track record possible. We’ve become thought-leaders in financial communications solutions while providing our customers an impeccable, risk-managed service. We understand that organizations with the best performance must attract the best people. We relentlessly search for candidates from all backgrounds and disciplines that exhibit excellence in their work. We require initiative, conceptual and applied intelligence, and a can do attitude that is not only focused on constant self-improvement, but also actively participates in a work environment where every employee is encouraged to challenge, identify, and ultimately 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 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
  • Act as a subject matter expert and go-to engineer for complex issues.
  • Work independently with minimal supervision, exercising initiative and judgment.
  • Mentor and train employees of varying skill levels and personalities.
  • Negotiate complex arrangements with internal teams and external stakeholders.
  • Consistently 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 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.

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 TO BE SUCCESSFUL IN THIS ROLE

• 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 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

DESIRED SKILLS AND EXPERIENCE 

• 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

PLEASE SUBMIT YOUR CV IN ENGLISH.

What’s in It for You?

At IPC, your compensation is only part of the package. We are committed to investing in a range of programs and initiatives to improve the overall experience of our employees.

In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:   

• Competitive Base Salaries 
• Benefits package: Private Health Insurance + Pluxee Transport Pass + Pluxee Restaurant Pass 
• Additional Time off for Charity Work and Volunteering 
• Tuition Reimbursement 
• Certification Bonus Program 
• Access to “IPC University” our 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:

At IPC, we believe that hybrid working creates an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together. We spend around 60% of our time in the office and around 40% of our time working remotely. Some employees may be required to work from the office or client sites more than 60% of the time, if required by their role and/or client needs.

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

You can explore more about our culture, offerings and commitment on www.ipc.com/careers/ and www.ipc.com/about-us/about-ipc/.

IPC’s Work Culture:

The IPC work culture is one that fosters inclusion, prioritizes innovation, and maximizes potential. We are a global ecosystem, full of diverse people that together made IPC what it is today.

Our strength as an organization is the sum of our different backgrounds, perspectives, skills and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness.

We live and breathe our commitment to innovation by embracing bold ideas, seizing new opportunities and striving for excellence. Our people have continued to deliver ground-breaking solutions to our clients for over 50 years.