Advanced Support Engineer ASG
IPC Systems, Inc.
Madrid, ES
hace 1 día

About Advanced Support Group

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.

Brief Description

Provide Tier 3 level technical support for IPC’s advanced server and cloud based products in a fast paced, demanding environment servicing the financial community.

Responsible for supporting the Communications and Voice Recording product lines.

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 Manager, ASG with day-to-day work overseen by the Regional Supervisor.

Role and Responsibilities

  • Act as problem investigator and manager to assist an incident management team (per ITIL service model)
  • Assist IPC Tier 1 Engineers and Technicians remotely with technical issues raised through installation and / or service issues.
  • Work with Center of Excellence, DevOps and R&D to identify bugs, perform triage, and work towards the ultimate resolution of the identified issue.
  • Triage new concerns raised in a timely manner.Escalate issues to appropriate organizationsParticipate in incident and problem resolution process based on Swarm methodologyEnsure that all relevant information has been collected and correlated and analyze this data where applicable.

    When possible, reproduce the fault in the lab and establish protocols for active monitoring of troubled sites.Present results to IPC development team so that changes can be implemented to resolve the concern.

    Adhere to best practices in incident / issue classification and documentation and time tracking

  • Work with customers and other IPC personnel during the installation and troubleshooting of IPC products and networks.
  • Provide risk management services to deployment and operations teams by reviewing designs and procedures used in production deployment
  • Manage and operate team’s lab environment
  • Continue improving personal technical and product specific skills via company provided training and self-study
  • Support and coordinate Alpha and Beta releases of IPC products.
  • Work with Sales and Sales Engineering on special applications to meet customer requirements
  • Provide training to Technicians, Sales, Sales Support and other departments, when necessary.
  • Create installation and troubleshooting documentation, when necessary
  • Willing to travel on short notice
  • Willing to work alternate shifts, nights and weekends as required.
  • Candidacy Requirements

  • High energy, motivated engineer with prior experience in troubleshooting incidents and problems
  • Strong technical foundation to build upon - application layer training in Communications and Voice Recording technologies will be provided by IPC
  • Should have : Strong understanding of Virtualization technologies, Networking and Operating Systems (Linux RedHat, Windows Servers) : Domains / WorkgroupsUser accounts and ServicesSecurity (Key and certificate management and troubleshooting, authentication methods, secure communication protocols)OS low level troubleshooting : CLI, log review, firewall and file operationsTCP / IP / DHCP / DNS / NTPAn understanding of VoIP and SIPExperience working in a technical support role, preferably to external customersTechnical writing / drawing skillsExcellent verbal and written communication skillsFlexibility and willingness to work non-standard hours on occasion to meet customer demand.
  • Strong preference for : Experience with IPC technologies, support of Cloud environments, PBX and Voice RecordingServer & Operating Systems Certifications : Linux Certification (CompTIA, LPIC, or Red Hat), orMicrosoft Certification (MCSE, MCSA)CompTIA Server+Network / Telecommunications Certifications : CompTIA Network+Cisco Certifications (CCNA, CCNP, CCIE, CCVP)Any advanced SIP certification (SSCA, etc)Working experience with Splunk and / or AnsibleFamiliarity with ITIL practices
  • Education and experience : 4-8 years in Fintech, Information Technology or Telecommunications4-year college degree preferred with relevant experienceMinimum of two-year college degree with relevant experience
  • Need Assistance with Applying for Positions?

    If you are experiencing difficulty with the application process or are a disabled individual or veteran and require a reasonable accommodation in applying for any posted position, please contact the Human Resources Team at careers ipc.

    com. Please note that requests for updates on positions will not receive a response as this is for those who need assistance in applying.

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