Advanced Support Engineer (Voice Recording)

Advanced Support Engineer (Voice Recording)

Networks & Systems Administration (Information & Communication Technology)

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.

Roles and Responsibilities:

1. Act as problem investigator and manager to assist an incident management team (per ITIL service model).

2. Perform remote installations and upgrades for voice recording equipment at customers’ sites.

3. Assist IPC Tier 1 Engineers and Technicians remotely with technical issues raised through installation and/or service issues.

4. Work on tickets as they come into Remedy, update them and customers in a timely fashion.

5. Work with internal groups to create time estimates for billable compliance projects.

6. Work with other internal teams to identify bugs, perform triage, and work towards the ultimate resolution of the identified issues.

7. Work with customers and other IPC personnel during the installation and troubleshooting of IPC products and networks.

8. Provide risk management services to deployment and operations teams by reviewing designs and procedures used in production deployment.

9. Install software and test upgrades in the team’s lab environment.

10. Continue improving personal technical and product specific skills via company provided training and self-study.

11. Work with Sales and Sales Engineering on special applications to meet customer requirements.

12. Provide training to Technicians, Sales, Sales Support and other departments, when necessary.

13. Create installation and troubleshooting documentation, when necessary.

14. Willing to work alternate shifts, nights and weekends as required.

15. Ability to provide ‘follow the sun’ shift cover as part of the Regional ASG team roster which will include weekends and public holidays.

16. High energy, motivated engineer with prior experience in troubleshooting incidents and problems.

17. Strong technical foundation to build upon - application layer training in Voice Recording and Communications technologies will be provided by IPC.

18. Should have:

• Strong understanding of Virtualization technologies, Networking and Operating Systems (Linux RedHat, Windows Servers):
• Domains / Workgroups
• An understanding of VoIP and SIP
• Experience working in a technical support role, preferably to external customers
• Technical writing / drawing skills and excellent verbal and written communication skills
• Flexibility and willingness to work non-standard hours on occasion to meet customer demand.
• Meet requirements of background screening, reference checks and education verification.
• Strong preference for:
• Experience with Wireshark or other packet capture products
• Experience with database technology such as SQL Server and MYSQL
• Experience with Financial trading systems
• Server & Operating Systems Certifications:
• Linux Certification (CompTIA, LPIC, or Red Hat), or Microsoft Certification (MCSE, MCSA) iii. 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
• Minimum 2 years in Fintech, Information Technology or Telecommunications required
• A Degree in related field.

This job ad has not been subjected to our hirer verification process. Proceed cautiously and do your own checks before providing any personal information.

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