DirecciónIPC 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.
www.IPC.com
TITLE :IT Level 2 Service Desk
DEPARTMENT : Information Technology
REPORTING TO : Manager, Corporate IT Technical Services & Support, EMEA
TYPE : Full time, In- office
RESPONSIBILITIES
- Based in the Madrid office, serve as the primary escalation point for internal users seeking technical assistance via phone, email, web, etc.
- Use of metrics data to identify common problems and perform root cause analysis to aid problem resolution.
- Resolve Level 2 Service requests, incidents, and problems, collaborating with Level 1 and Level 2 support or other IT teams as needed.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions, collaborating with other IT teams and vendors for specialized knowledge when necessary.
- Determine the best solution based on the issue and details provided by customers, ensuring swift and effective resolution.
- Walk customers through the problem-solving process and promote self-service options to enhance user understanding and capabilities.
- Direct unresolved issues to the next level of support personnel, coordinating with vendors for repair, replacement, or upgrade of hardware components.
- Provide accurate information on IT products or services, including installation, configuration, and maintenance of software applications, operating systems, and hardware peripherals.
- Proactively identify and analyse issues and manage problems through to resolution while enforcing security protocols and guidelines.
- Update and maintain comprehensive records of reported issues, troubleshooting steps, and resolutions in the helpdesk ticketing system or knowledge base.
- Collaborate with other IT team members to share knowledge and cross-train.
- Record events and problems and their resolution in logs, promoting collaboration with various teams on projects and maintaining regional computer inventory and user management.
- Follow up and update customer status and information, staying up-to-date with the latest trends and technologies in the IT industry to enhance efficiency and user satisfaction.
- Perform other duties or special projects as needed.
Qualifications
- Bachelor's degree in Computer Science or Information Technology field preferred or equivalent experience.
- 5 or more years of IT experience in Service Desk support in a multi-nation, multi-language enterprise environment.
Knowledge and Expertise
- Strong knowledge of computer hardware and software installation and troubleshooting
- Strong Microsoft OS troubleshooting skills across all current versions
- Proficiency in troubleshooting and resolving technical issues.
- Hands-on experience with Microsoft 365 admin, Intune MDM, Active Directory, PowerShell commands and Microsoft apps such as Defender, DLP, Intune and Azure
- PC deployments and upgrades, utilizing SCCM imaging.
- Familiar with network technologies and can troubleshoot basic network issues.
- ITIL certification a plus.
Personal Characteristics
- Excellent spoken and written English (ability to write clear and detailed tickets and emails, effectively communicate with users over the phone and / or in person).
- Logical thinker
- Strong attention to detail and accuracy to ensure all tasks are handled correctly and completed in good time.
- A confident individual who has high levels of self-awareness and can deliver results with conviction and passion.
- Strong interpersonal skills and ease with building / establishing rapport with an array of people / teams.
- Professional demeanour
- Willingness to work outside regular business hours when required. This job requires supporting the US and may require flexibility to work until 20 : 00.
PLEASE SUBMIT YOUR CV IN ENGLISH
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 and Performance Bonuses
- Private Health Insurance + Sodexo Transport Pass + Sodexo Restaurant Pass
- 22 Holidays per Year Plus Public Holidays
- 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 Scheme
Further 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 to living our Core 4 values, on and .
IPC’s Diversity Statement :
The IPC work culture is one that fosters inclusion, prioritizes diversity and collaborates with our local communities. 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 encourage all team members to actively support our commitment to join in a celebration of social equality and justice, with a focus on actions that improve our firm and communities
Bob Santella, Chief Executive Officer
