Advanced Support Engineer
2 weeks ago
About the role:
Technology is central to the success of our client and to maintaining their edge in the marketplace. Our client approach to investing
and creative application of technology makes our products track record possible. They've become thought-leaders in
financial communications solutions while providing customers an impeccable, risk-managed service. Our Client understand that organizations with the best performance must attract the best people. They 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.
Responsibilities
- Act as problem investigator and manager to assist an incident management team (per ITIL service model)
- Perform remote installations and upgrades for voice recording equipment at customers sites
- Assist IPC Tier 1 Engineers and Technicians remotely with technical issues raised through installation and/or service issues.
- Work on tickets as they come in to Remedy, update them and customers in a timely fashion
- Work with internal groups to create time estimates for billable compliance projects
- Work with other internal teams 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 - Work with customers and other IPC personnel during the installation and troubleshooting of IPC products and networks.
- Provide risk management services to deployment and operations teams by reviewing designs and procedures used in production deployment
- Install software and test upgrades in the teams lab environment
- Continue improving personal technical and product specific skills via company provided training and self-study
- Work with Sales and Sales Engineering on special applications to meet customer requirements
- Provide training to Technicians, Sales, Sales Support and other departments, when necessary.
- Create installation and troubleshooting documentation, when necessary
- Willing to work alternate shifts, nights and weekends as required.
- Ability to provide follow the sun shift cover as part of the Regional ASG team roster which will include weekends and public holidays.
Requirements
- High energy, motivated engineer with prior experience in troubleshooting incidents and problems
- Strong technical foundation to build upon - application layer training in Voice Recording and Communications technologies will be provided by IPC
- Should have:
a. Strong understanding of Virtualization technologies, Networking and Operating Systems (Linux RedHat, Windows Servers):
i. Domains / Workgroups
ii. User accounts and Services
iii. Security (Key and certificate management and troubleshooting, authentication methods, secure communication protocols)
iv. OS low level troubleshooting: CLI, log review, firewall and file operations
v. TCP/IP / 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.
g. Meet requirements of background screening, reference checks and education verification - Strong preference for:
a. Experience with IPC technologies, Nice products, Verint products and/or ASC products
b. Experience with Wireshark or other packet capture products
c. Experience with database technology such as SQL Server and MYSQL
d. Experience with Financial trading systems such as IPC Unigy or IPC Alliance
e. Server & Operating Systems Certifications:
i. Linux Certification (CompTIA, LPIC, or Red Hat), or
ii. Microsoft Certification (MCSE, MCSA)
iii. CompTIA Server+
f. Network / Telecommunications Certifications:
i. Nice NCSE or NCSE
ii. Verint (Impact360)
iii. CompTIA Network+
iv. Cisco Certifications (CCNA, CCNP, CCIE, CCVP)
v. Any advanced SIP certification (SSCA, etc)
g. Familiarity with ITIL practices - Education and experience:
a. Minimum 2 years in Fintech, Information Technology or Telecommunications required
b. 4 year college degree preferred
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