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 strong 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.
www.IPC.com

DESIRED SKILLS AND EXPERIENCE

• Experience with supporting trading floors with IPC Unigy technologies is desirable.
• Experience with NICE or Verba Voice Recording products, Cisco CUCM, Oracle SBC, Kubernetes, WebRTC.
• Proven experience in process improvements and automation is a plus.
• Methodical troubleshooting skills. Wireshark experience a plus.
• SIP certification that covers VOIP path end to end, through PSTN and IP PBXs, via SBCs and proxies is desirable.

ROLE OVERVIEW

The On Site Global Service Engineer (GSE) will be a member of a 24x7 Support team dedicated to a specific customer and reporting on site at the customer premises in New York, London, Hong Kong or Japan. The scope of work will be primarily the management of enterprise deployment of IPC Unigy trader voice platform. The shifts will vary from morning and afternoon shifts every week, as well as the days of the weekend assigned. Saturday or Sunday will be worked every week on a rotation basis. 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).

ESSENTIAL SKILLS AND EXPERIENCE TO BE SUCCESSFUL IN THIS ROLE

• Bachelor’s degree or equivalent with 1-3 years of front line technical support or related service experience.
• Must possess experience with IT Infrastructure technologies and VoIP Telephony technologies. Must have experience working with ITSM system, such as Remedy.
• High energy and motivated individual with prior work experience in ITIL based culture.
• 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.
• Ability to be self-sufficient and work independently.
• Excellent organizational skills, written-verbal technical communication.
• Flexibility and willing to work non-standard hours on occasion to meet customer demands.
• Demonstrate commitment to quality and customer services.
• Methodical troubleshooting skills.
• Advanced skills with Microsoft Excel, Word and Visio to support updating technical documentation and Run Books.