Technology is central to the success of IPC and to maintaining our edge in the marketplace. IPC’s approach to investing and creative application of technology makes our product’s track record possible. We’ve become thought-leaders in financial communications solutions while providing our customers an impeccable, risk-managed service. We understand that organizations with the best performance must attract the best people. We relentlessly search for candidates from all backgrounds and disciplines that exhibit excellence in their work. We require initiative, conceptual and applied intelligence, and a can do attitude that is not only focused on constant self-improvement, but also actively participates in a work environment where every employee is encouraged to challenge, identify, and ultimately lead improvements to the status quo.

Brief Description

Provide 2+ and 3rd level technical support for IPC’s advanced server and cloud based telecommunications products in a fast paced, demanding environment servicing the financial community. Responsible for the Communications product lines.

This individual will have knowledge in installation and troubleshooting of IT server based technologies, databases and operating systems, as well as knowledge of telecommunications, networks and related security technologies.

Must be able to work nights & weekends as required. Travel at short notice may be required.

This position reports to the Regional Manager, ASG with day-to-day work overseen by the Regional Supervisor.

Position is based in Murray Hill, NJ.

Detailed Description

Role and Responsibilities

1. Act as problem investigator and manager to assist an incident management team (per ITIL service model)

2. Assist IPC Tier 1 Engineers and Technicians remotely with technical issues raised through installation and/or service issues.

3. Work with Center of Excellence (Tier 3+) and R&D (Tier 4+) to identify bugs, perform triage, and work towards the ultimate resolution of the identified issue.

a) Triage new concerns raised in a timely manner.

b) Escalate issues to appropriate organizations

c) Participate in incident and problem resolution process based on Swarm methodology

d) Ensure that all relevant information has been collected and correlated and analyze this data where applicable.

e) When possible, reproduce the fault in the lab and establish protocols for active monitoring of troubled sites.

f) Present results to IPC development team so that changes can be implemented to resolve the concern.

g) Adhere to best practices in incident/issue classification and documentation and time tracking

4. Work with customers and other IPC personnel during the installation and troubleshooting of IPC products and networks.

5. Provide risk management services to deployment and operations teams by reviewing designs and procedures used in production deployment

6. Manage and operate team’s lab environment

7. Continue improving personal technical and product specific skills via company provided training and self-study

8. Support and coordinate Alpha and Beta releases of IPC products.

9. Work with Sales and Sales Engineering on special applications to meet customer requirements

10. Provide training to Technicians, Sales, Sales Support and other departments, when necessary.

11. Create installation and troubleshooting documentation, when necessary

12. Willing to travel on short notice

13. Willing to work alternate shifts, nights and weekends as required.

Job Requirements

Candidacy Requirements

1. High energy, motivated engineer with prior experience in troubleshooting incidents and problems

2. Strong technical foundation

3. Should have:

a. Understanding of Intel server technologies and Operating Systems (Linux, Windows 2008 and above):

i. Domains / Workgroups

ii. User accounts and Services

iii. Security (Key and certificate management and troubleshooting, authentication methods, secure communication protocols)

iv. DHCP / DNS / NTP

b. An understanding of VoIP and SIP

c. Experience working in a technical support role, preferably to external customers

d. Technical writing / drawing skills

e. Excellent verbal and written communication skills

f. Flexibility and willingness to work non-standard hours on occasion to meet customer demand.

4. Strong preference for:

a. Experience with IPC technologies, support of Cloud environments, PBX and Compliance

b. Server & Operating Systems Certifications:

i. Linux Certification (CompTIA, LPIC, or Red Hat), or

ii. Microsoft Certification (MCSE, MCSA)

iii. CompTIA Server+

c. Network / Telecommunications Certifications:

i. CompTIA Network+

ii. Cisco Certifications (CCNA, CCNP, CCIE, CCVP)

iii. Any advanced SIP certification (SSCA, etc)

d. Working experience with Splunk and/or Ancible

e. Familiarity with ITIL practices

5. Education: Minimum two-year college degree, 4 year college degree preferred.

Additional Details

IPC offers Medical, Dental, Vision, Life Insurance and Accidental Death and Dismemberment, Long and Short Term Disability, 401(k), Flexible Spending Accounts, Pre-tax Commuter Program, Employee Assistance Program, Aflac, Tuition Reimbursement, Vacation/Personal/Sick Days.

To all recruitment agencies: IPC does not accept unsolicited Resumes. Please do not forward Resumes to any IPC employee, location or website. IPC is not responsible for any fees related to unsolicited Resumes.

How To Apply CountryUnited States United States Exempt or Non-exemptnon-exempt non-exempt Amount of Travel