Service Engineer

IPC 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.

**Responsibilities**:
**Key Duties - Customer Service**
- Fault Rectification - to identify, rectify and escalate, if necessary, all faults on all IPC supported systems.

Ensure incident management systems are continuously updated.
- Assigned Duties - To supervise/implement all assigned duties (service/MAC/Installation) Ensure the correct

materials and the agreed timescales are adhered to. Ensuring that good working practices are always

maintained.
- Customer Liaison - To liaise with customer contacts regarding planned work and fault rectification. Keeping

both the service desk/line manager and customer fully informed of status of work/fault.
- Support - To provide technical support and assistance to colleagues as required.
- Communication - To provide clear and concise reports as requested on assigned duties. To liaise with other

IPC departments where necessary.
- Call Out - To provide 24 hour call out support when required.(As part of a roster)
- Procedures - Ensure that company procedures are adhered to and all paperwork is completed accurately, in a

timely manner.
- Site Documentation - To ensure site records are accurate and kept up to date. Ensure the office is provided

with up to date system backups reflecting any configuration changes
**Key Duties - Project Implementation**
- Ensure that assigned projects are completed within agreed timescales.
- Ensure that issues are promptly raised to customer/IPC management as required.
- Liaise with customer regarding planned and actual work. Ensure that the customer is aware at all times of

IPC's requirements, delivery dates and installation dates.
- Ensure that company procedures are adhered to and all documentation is completed accurately and in a

timely manner.
- Provide clear and concise reports and documentation.

**General Duties**
- Any ad-hoc request from immediate supervisor or management.
- Other duties as required of the position.
- Work overtime as required to meet customer needs and project goals.
- Be part of a shift roster for daily support

**On-site role specific tasks (will vary by customer)**

IPC shall provide technical support at customer's premises as detailed below:
Adjust IPC System Settings (As permitted during support hours.)
- Setup and modify User IDs
- Move ID with Handset/headset
- Install line(s) onto turret(s) of a group or multiple groups
- Database updates for intercom buttons, call groups, hunt groups etc.

**Front office support**:

- Telephone support from end user's and IT helpdesk staff.
- Trouble shooting of IPC turret hardware
- Trouble shooting of Trader Phone
- Install, replace and trouble shoot Handset/Handset issues
- Add button data and Undo button data
- Leased line installation coordination
- Manage inventory of customer owned IPC spare hardware.
- Morning check - When the On-Site Technician in the early shift

B**ack room technical support**
- Trouble shooting of IPC provided/maintained Systems

Routine Work - As required by the customer and IPC
- Create change management requests
- Create outage report for IPC incidents as required
- Create patch request for line installation
- Create line installation request for leased line
- Update voice database - when IPC data is modified
- Voice system checks after monthly software patching of customer provided servers
- Support IPC management in 6 monthly on-site review of environment, relationship and procedures

**Voice Recording**
- Change phone/line to be recorded
- Initial trouble shooting (simple tests, diagnosis from user's support call)
- Archive media management
- Support approved voice playback requests

**General Maintenance**
- Change Name display on Turret
- Inventory admin, documentation of user profiles, floor maps
- Private Lines - vendor arrangements, installation, and testing
- Turret trouble shooting (diagnosis from user's call, tests, database interrogation).
- User training

**Voice team Hot Line support**
- Answer phone for general questions
- Direct calls to appropriate group for issues outside of voice team support

**IPC