It Support Engineer

TITLE: IT Level 2 Service DeskDEPARTMENT: Information TechnologyREPORTING TO: Manager, Corporate IT Technical Services & Support, EMEAOFFICE LOCATION: Madrid, SpainROLE TYPE: Full-time, Onsite/Remote, Rotating ShiftIPC is a global fintech company that puts people at the center of innovation.With a strong global footprint, we empower financial institutions and capital markets with 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. of the Team:The IT Level 2 Service Desk team in Madrid is responsible for ensuring seamless technical support for internal users across the global organization.Acting as the primary escalation point, this role combines hands-on troubleshooting, problem analysis, and collaboration with IT teams and vendors to deliver fast, effective, and high-quality solutions.The role also focuses on continuous improvement, knowledge sharing, and proactive issue management to enhance user experience and system reliability.The position operates on a weekly rotating schedule to provide global coverage:- EMEA Coverage (100% on-site): One week working in the Madrid office, Monday to Friday, 9:00 AM – 6:00 PM, to support the EMEA region.- AMERS Coverage (100% remote): The following week working remotely, Monday to Friday, 2:00 PM – 11:00 PM, to support the AMERS region.This alternating weekly schedule ensures uninterrupted support across both EMEA and AMERS time zones.By rotating between one week on-site in the Madrid office and one week working remotely, the role provides a balanced approach that combines direct, in-person collaboration with the flexibility and efficiency of remote work.This structure not only guarantees seamless coverage for global operations but also promotes work-life balance and adaptability for the incumbent.Role Overview:Key Responsibilities- Primary Escalation Point: Serve as the go-to contact for internal users via phone, email, web, etc.- Incident & Request Management: Resolve Level 2 service requests, incidents, and problems in collaboration with Level 1/2 teams.- Remote Troubleshooting: Diagnose issues and coordinate with IT teams or vendors for specialized support.- Root Cause Analysis: Use metrics and data to identify trends and prevent recurring problems.- Solution Implementation: Determine and apply the most effective solutions, ensuring timely resolution.- User Guidance: Walk users through problem-solving steps and promote self-service tools.- Escalations & Vendor Coordination: Forward unresolved issues and liaise with vendors for repair, replacement, or upgrades.- Technical Support Knowledge: Provide accurate guidance on IT products, software, operating systems, and hardware.- Documentation & Knowledge Management: Maintain comprehensive records of issues, steps taken, and resolutions in ticketing systems.- Collaboration & Cross-Training: Share expertise with IT colleagues and assist in training new team members.- Monitoring & Reporting: Record events, maintain inventories, and track resolutions while supporting IT projects.- Customer Follow-Up: Update users on status, ensuring satisfaction and awareness of solutions.- Proactive Problem Management: Identify issues before they escalate and enforce IT security protocols.- Special Projects: Participate in additional initiatives or duties as required.Essential Skills and Experience to be Successful in this Role:Qualifications- Bachelor’s degree in Computer Science, Information Technology, or a related field preferred, or equivalent professional experience.- 5+ years of IT experience in service desk or technical support within a multi-national, multi-language enterprise environment.Knowledge & Expertise- Strong understanding of computer hardware, software installation, and troubleshooting.- Advanced Microsoft OS troubleshooting skills across all current versions.- Proven ability to analyse, diagnose, and resolve technical issues efficiently.- Hands-on experience with Microsoft 365 administration, Intune MDM, Active Directory, PowerShell, and Microsoft apps such as Defender, DLP, Intune, and Azure.- Experience with PC deployment and upgrades, including SCCM imaging.- Familiarity with network technologies and basic network troubleshooting.- ITIL certification is a plus.Personal Characteristics- Excellent English communication skills, both written and verbal, with the ability to write clear tickets/emails and communicate effectively with users in person or by phone.- Logical thinker with strong attention to detail and accuracy.- Confident, self-aware, and results-driven with a proactive approach to problem-solving.- Strong interpersonal skills, able to build rapport and collaborate effectively with diverse teams.- Professional demeanor and ability to maintain composure under pressure.- Flexible and willing to work outside regular business hours as required, including support for US time zones up to 20:00.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 benefits including:Competitive Base Salaries- Benefits package: Private Health Insurance + Pluxee Transport Pass + Pluxee Restaurant Pass- Additional Time off for Charity Work and Volunteering- Tuition Reimbursement- Certification Bonus Program- Access to “IPC University” our Internal E-Learning Platform- Access to LinkedIn Learning- Structured Onboarding Training and Peer Mentor Support- Wellness Program- Employee Referral SchemeFurther information about your benefits will be provided during your onboarding process.Additional Information:At IPC, we believe that hybrid working creates an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together.We spend around 60% of our time in the office and around 40% of our time working remotely.Some employees may be required to work from the office or client sites more than 60% of the time, if required by their role and/or client needs.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 on / and /.IPC’s Work Culture:The IPC work culture is one that fosters inclusion, prioritizes innovation, and maximizes potential.We are a global ecosystem, full of diverse people that together made IPC what it is today.Our strength as an organization is the sum of our different backgrounds, perspectives, skills and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness.We live and breathe our commitment to innovation by embracing bold ideas, seizing new opportunities and striving for excellence.Our people have continued to deliver ground-breaking solutions to our clients for over 50 years.#J-*****-Ljbffr

Special Projects: Participate in additional initiatives or duties as required.Essential Skills and Experience to be Successful in this Role:Qualifications- Bachelor’s degree in Computer Science, Information Technology, or a related field preferred, or equivalent professional experience.

• 5+ years of IT experience in service desk or technical support within a multi-national, multi-language enterprise environment.Knowledge & Expertise- Strong understanding of computer hardware, software installation, and troubleshooting.
• Advanced Microsoft OS troubleshooting skills across all current versions.
• Proven ability to analyse, diagnose, and resolve technical issues efficiently.
• Hands-on experience with Microsoft 365 administration, Intune MDM, Active Directory, PowerShell, and Microsoft apps such as Defender, DLP, Intune, and Azure.
• Experience with PC deployment and upgrades, including SCCM imaging.
• Familiarity with network technologies and basic network troubleshooting.
• ITIL certification is a plus.Personal Characteristics- Excellent English communication skills, both written and verbal, with the ability to write clear tickets/emails and communicate effectively with users in person or by phone.
• Logical thinker with strong attention to detail and accuracy.
• Confident, self-aware, and results-driven with a proactive approach to problem-solving.
• Strong interpersonal skills, able to build rapport and collaborate effectively with diverse teams.
• Professional demeanor and ability to maintain composure under pressure.
• Flexible and willing to work outside regular business hours as required, including support for US time zones up to 20:00.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 benefits including:Competitive Base Salaries- Benefits package: Private Health Insurance + Pluxee Transport Pass + Pluxee Restaurant Pass- Additional Time off for Charity Work and Volunteering- Tuition Reimbursement- Certification Bonus Program- Access to “IPC University” our Internal E-Learning Platform- Access to LinkedIn Learning- Structured Onboarding Training and Peer Mentor Support- Wellness Program- Employee Referral SchemeFurther information about your benefits will be provided during your onboarding process.Additional Information:At IPC, we believe that hybrid working creates an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together. We spend around 60% of our time in the office and around 40% of our time working remotely. Some employees may be required to work from the office or client sites more than 60% of the time, if required by their role and/or client needs.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 on / and /. IPC’s Work Culture:The IPC work culture is one that fosters inclusion, prioritizes innovation, and maximizes potential. We are a global ecosystem, full of diverse people that together made IPC what it is today.Our strength as an organization is the sum of our different backgrounds, perspectives, skills and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness.We live and breathe our commitment to innovation by embracing bold ideas, seizing new opportunities and striving for excellence. Our people have continued to deliver ground-breaking solutions to our clients for over 50 years.