It Support Engineer

REPORTING TO: Manager, Corporate IT Technical Services & Support, EMEA
OFFICE LOCATION: Madrid, Spain
ROLE TYPE: Full-time, Five (5) Days Onsite
IPC 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.

Overview of the Team:
The IT Support team, based in New York, Madrid, and Kuala Lumpur, provides advanced technical support to internal users across the global organization.
Serving as the primary escalation point for complex issues, the team delivers effective troubleshooting, root cause analysis, and timely resolution through close collaboration with internal IT teams and external vendors.
In addition to ensuring high-quality support services, the team is committed to continuous improvement, knowledge sharing, and proactive problem management to enhance the overall user experience, optimize service delivery, and maintain the reliability and performance of business-critical systems.
Role Overview
The IT Support Engineer provides advanced technical support for IPC employees globally, serving as a key escalation point for complex incidents and service requests.
This role combines hands?on troubleshooting, collaboration across IT teams, and a commitment to exceptional customer service to ensure a secure, reliable, and efficient technology experience for end users.
This role will require being onsite for 5 days.
Key Responsibilities
Act as the primary Level 2 escalation point for complex technical incidents and service requests.
Diagnose and resolve Microsoft Windows, Microsoft 365, endpoint, hardware, software, mobile device, and connectivity issues.
Administer and support Microsoft Intune, Active Directory, Microsoft Defender, Data Loss Prevention (DLP), Duo, Mimecast, Atlassian products, and related technologies.
Deploy, configure, image, upgrade, and maintain desktops, laptops, peripherals, and mobile devices.
Manage incidents, service requests, and escalations through the IT Service Management (ITSM) platform while ensuring accurate documentation and timely updates.
Collaborate with Infrastructure, Security, Application Support, and external vendors to resolve issues and restore service.
Perform root cause analysis for recurring incidents and contribute to problem management activities.
Maintain knowledge articles, support documentation, and standard operating procedures to improve service effectiveness.
Track IT assets and ensure inventory records remain accurate and up to date.
Participate in IT projects, technology rollouts, office moves, upgrades, and continuous improvement initiatives.
Provide guidance and technical expertise to colleagues while contributing to team knowledge sharing and cross-training efforts.
Deliver a high level of customer service through clear communication, timely follow?up, and effective issue resolution across all support interactions.
Provide frontline and escalated technical support through phone, email, chat, and remote support channels.
Guide users through troubleshooting, communicate ticket status, explain available IT services, and ensure a high-quality customer experience.
Proactively monitor alerts, logs, vendor notifications, and major incidents to identify trends, mitigate operations risks, and coordinate the timely resolution of service disruptions.
How Will You Make an Impact
Restore employee productivity quickly by resolving complex technical issues with urgency and accuracy.
Improve the end?user experience by reducing recurring incidents and identifying opportunities for long?term solutions.
Strengthen service delivery by maintaining high?quality documentation and knowledge resources that enable faster issue resolution.
Enhance endpoint reliability and security through effective management of Microsoft 365, Intune, Active Directory, and related technologies.
Partner with teams across the organization to resolve issues efficiently and improve the overall effectiveness of internal technology services.
Contribute to operational excellence by identifying trends, recommending process improvements, and supporting service optimization initiatives.
Help maintain a secure, stable, and scalable technology environment that supports IPC's global workforce and business operations.
Act as a trusted technical resource for employees, delivering a positive support experience that reinforces confidence in IT services.
Essential Skills and Experience to be Successful in this Role:
5+ years of hands?on experience providing Level 2 service desk, desktop support, or technical support in a corporate environment.
Demonstrated experience acting as an escalation point for complex incidents and service requests.
Advanced troubleshooting experience with current Microsoft Windows operating systems, computer hardware, software, peripherals, and mobile devices.
Hands?on experience administering: Microsoft 365, Duo, Mimecast, Intune MDM, Active Directory, PowerShell, Microsoft Defender, DLP, Intune, and Azure.
Atlassian product support for Confluence, Jira and Bitbucket
Experience managing incidents and service requests through an IT Service Management platform, including accurate ticket documentation and timely user updates.
Experience deploying, configuring, imaging, upgrading, and supporting desktops and laptops.
Working knowledge of endpoint security, identity and access management, and basic network troubleshooting.
Strong analytical and problem?solving skills, with the ability to diagnose and resolve technical issues independently and efficiently.
Excellent written and verbal English communication skills, with a strong customer?service orientation and the ability to communicate clearly with technical and non-technical users.
Ability to collaborate effectively with Infrastructure, Security, Application Support, and external vendors in a global environment.
Desired Skills and Experience
Bachelor's degree in Computer Science, Information Technology, or a related discipline, or an equivalent combination of education and professional experience.
Experience supporting users in a multinational or multilingual enterprise environment.
Experience with Duo, Mimecast, Data Loss Prevention technologies, PowerShell, and Microsoft Entra ID.
Experience supporting Atlassian products, including Confluence, Jira, and Bitbucket.
Experience with Microsoft Configuration Manager/SCCM imaging, software deployment, and device upgrades.
Experience contributing to root cause analysis, problem management, knowledge articles, or service?improvement initiatives.
ITIL Foundation or relevant Microsoft, CompTIA, or endpoint?management certification.
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:
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 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 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.
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