TITLE: Global Service Engineer
DEPARTMENT: Global Service & Support / Managed Services
REPORTING TO: Central Technical Service Manager
LOCATION: Madrid, Spain
ROLE TYPE: Full-time, shift work, hybrid

IPC is a fintech company that focuses on the human element. Having global presence, we support local markets with cutting edge cloud-based trading communications and managed connectivity.
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.
At IPC, we are committed to attracting, nurturing and promoting diverse talent across our workforce and fostering a sense of belonging within our employee family. We don't just accept differences - it's one of our core values. We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.
Come be part of the new team that delivers ground-breaking products for our clients.
www.IPC.com

POSITION SUMMARY

The Global Service Engineer (GSE) will be a member of a Central 24x7 Remote Support team dedicated to a specific customer and the enterprise deployment of IPC Unigy trader voice platform. The shifts will vary from morning and evening shifts every week, as well as the days of the weekend assigned.

The GSE will be responsible to respond to services calls, manage Incident and Service Request tickets, escalate Problem tickets, monitor the technical environment and perform regular checks to validate stability of systems. The goal is to ensure stable service is provided to IPC's end users and ensure adherence to our contractual Service Level Agreement (SLAs).

The position will be based in Madrid, Spain and reports to the regional Central Technical Service Manager.
RESPONSIBILITIES
1.Carry out the functions of the Tier 1 Service Desk with adherence to ITIL 2011 based processes and within the timeframes associated with IPC's SLA agreement.
a.System Monitoring - Monitoring of global technology environment; taking action when alerts are received.
b.Preventative maintenance – Perform regularly scheduled tasks including Health Checks, Service Validation, and Reporting
c.Front-end Incident Management; with a primary focus towards restoring services with SLAs.
i.Manage ticket routing to the appropriate 3rd party support teams
ii.Execute break/fix instructions for IPC provided technologies
iii.Gather and analyse log information associated with the incident for escalation to other Tiers.
d.Front-end Service Request Management
i.Coordinate service request with on-site resources
ii.Remotely execute system changes to fulfil service requests.
iii.Manage service request ticket lifecycle.
e.Front-end Change Management process
i.Coordinate change tickets and manage change control documentation with customer Change Control Board and assigned change managers.
ii.Manage lifecycle of change ticket.
2.Ticket lifecycle support (Incidents, Changes, Service Requests) includes:
a.Opening, tracking, and closing incident tickets.
b.Providing timely customer facing ticket updates, depending on Severity/Priority of ticket, to meet SLAs. Call key stakeholders if necessary.
c.Create tickets for all issues, incidents and requests received via IPC Portal, phone call, email and chat.
d.Classify incident and request severity and priority and manage tickets in accordance with Operating Level Agreements (OLAs).
3.Maintain Run Book documentation – update workflows and procedures on a regular basis to keep documentation current.
EXPERIENCE / SKILLS / QUALIFICATIONS

1.Bachelor's degree or equivalent with 1-3 years of front line technical support or related service experience.
2.Must possess experience with IT Infrastructure technologies and Vo IP Telephony technologies. Must have experience working with ITSM system, such as Remedy.
3.High energy and motivated individual with prior work experience in ITIL based culture.
4.Experience supporting global customers, working with a wide array of individuals from ends users to customer's business executives. Must demonstrate interpersonal skills necessary to work within a team environment and communicate effectively across a variety of geographically dispersed resources.
5.Ability to be self-sufficient and work independently.
6.Excellent organizational skills, written-verbal technical communication.
7.Flexibility and willing to work non-standard hours on occasion to meet customer demands.
8.Demonstrate commitment to quality and customer services.
9.Methodical troubleshooting skills.
10.Advanced skills with Microsoft Excel, Word and Visio to support updating technical documentation and Run Books.
11. Very good command of English.
DESIRABLE
1.Experience with supporting trading floors with IPC Unigy technologies is desirable.
2.Experience with NICE or Verba Voice Recording products, Cisco CUCM, Audiocodes SBC, Kubernetes, Web RTC.
3.Proven experience in process improvements and automation is a plus.
4.Methodical troubleshooting skills. Wireshark experience a plus.
5.SIP certification that covers VOIP path end to end, through PSTN and IP PBXs, via SBCs and proxies is desirable.
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 competitive benefits, including:

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 to living our Core 4 values, on www.ipc.com/careers/ and www.ipc.com/about-us/about-ipc/