• Shift Rota working to apply (8 hours between 07:00 - 19:00).
• Flexibility to work non-standard hours (and some weekends) on occasion to meet customer demand.
• Understands the need to work and act, in accordance with our internal processes and SLA criteria.

Experience/Skills/Qualifications required:

• MUST: Experience troubleshooting Trader Voice platforms.
• Experience working on IT infrastructure or communications systems.
• Proficient with IP networking and associated messaging protocols (VoIP, SIP, CCNA, CAS, analog lines).
• Proven troubleshooting skills.
• Demonstrable experience in problem-solving IT systems to identify root causes.
• Experience working within Financial Services firms.
• Excellent organizational skills with strong written and verbal communication.
• Demonstrable commitment to quality and customer service.
• Self-motivated team player capable of working with minimal supervision.
• Understanding of Windows Operating Systems (Windows Server 2008/2003).
• Understanding of traditional TDM telephony system principles, back-office PBX traditional digital extensions, and Cisco/Avaya VoIP solutions.
• Customer-focused – able to comfortably communicate with clients face to face, over the phone, or by email.

Desirable Experience:

• Some knowledge of NICE Voice Recording Platforms.
• Experience working within Financial Services firms.
• Experience in implementation projects as part of a group.
• Experience in call flow management across different voice systems (Knowledge of IPC, Etrali, and Cisco a bonus).
• ITIL qualification or deep understanding of ITIL concepts.
• Understanding of Change Control processes and review of operations documentation.
• Experience with telephony migration.
• Experience working with Remedy or equivalent ticketing systems.

Education:

• Degree in electrical/electronic engineering, computer engineering, or related discipline or equivalent preferred.

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 the commencement of employment with IPC.

• Manage Customer incidents, and problems, and change tickets using fault ticket management systems.
• Ensure all issues are correctly tracked in the ticketing system.
• Provide timely accurate updates to internal and external customers.
• Correctly maintain Tickets from Assignment to Resolution.
• Provide accurate updates at a frequency required by the ticket severity.
• All due diligence is completed.
• Ensure all time worked is correctly accounted for using the IPC time management system.
• Maintain a good working knowledge of patch release material.
• Complete Client Morning and Daily System health checks.
• Troubleshooting, diagnosis, resolution of service-related faults, and application of recommended product fixes.
• Capture and analysis of system logs and alarms.
• Customer Database Administration and maintenance, capacity management.
• Production of the scope of works for planned changes, understanding the impact of change on our systems, and recommending appropriate steps to avoid adverse impacts.