Support Engineer SDG

IPC Systems, Inc. (Madrid, España) Publicado hace 25 días

RESPONSIBILITIES

  • Assist Partners Engineers remotely with technical issues raised through installation and/or service issues.
  • Work with the Partners support them;
    • Triage of the incident opened by them.
    • Escalate issues to appropriate organizations.
    • Participate in incident and problem resolution process based on Swarm methodology
    • Ensure that all relevant information has been collected and correlated and analyse 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 Partners and other IPC personnel during the installation, changes and troubleshooting of IPC products.
  • Continue improving personal technical and product specific skills via company provided training and self-study.
  • Work with the rest of the team sharing the lessons learned from the experience.
  • Work with Sales and Sales Engineering on special applications to meet customer requirements.
  • Create installation and troubleshooting documentation, when necessary.

Desirable Experience/Skills/Qualifications

  • High energy, motivated engineer with prior experience in troubleshooting incidents and problems,
  • Technical foundation to build upon - application layer training in Communications and Voice Recording technologies will be provided by IPC.

​​​​​​​Should have:

  • 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.
  • Good verbal and written communication skills.
  • Flexibility and willingness to work non-standard hours on occasion to meet customer demand.

Strong preference for:

  • Experience with IPC technologies and Voice Recording.
  • Server & Operating Systems Certifications:
    • Linux Certification (CompTIA, LPIC, or Red Hat), or
    • Microsoft Certification (MCSE, MCSA).
    • CompTIA Server+
  • Network / Telecommunications Certifications:
    • CompTIA Network+
    • Cisco Certifications (CCNA, CCNP, CCIE, CCVP).

o      Any advanced SIP certification (SSCA, etc.).

  • Working experience with Splunk and/or Ansible.
  • Familiarity with ITIL practices.

Education:

Degree in Computer and Network Technology or Degree in Computer Science or similar equivalent is desirable but not essential.

  • 2-4 years in Fintech, Information Technology or Telecommunications
  • 3-year college degree preferred with relevant experience
  • Minimum 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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