TITLE: IT Level 2 Service Desk

DEPARTMENT: Information Technology

REPORTING TO: Manager, Corporate IT Technical Services & Support, EMEA

OFFICE LOCATION: Madrid, Spain

ROLE TYPE: Full-time, Onsite/Remote, Rotating Shift

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 general 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.

www.IPC.com

­­­­Overview of the Team:

The IT Level 2 Service Desk team in Madrid is responsible for ensuring seamless technical support for internal users across the global organization. Acting as the primary escalation point, this role combines hands-on troubleshooting, problem analysis, and collaboration with IT teams and vendors to deliver fast, effective, and high-quality solutions. The role also focuses on continuous improvement, knowledge sharing, and proactive issue management to enhance user experience and system reliability.

The position operates on a weekly rotating schedule to provide global coverage:

- EMEA Coverage (100% on-site): One week working in the Madrid office, Monday to Friday, 9:00 AM – 6:00 PM, to support the EMEA region.
- AMERS Coverage (100% remote): The following week working remotely, Monday to Friday, 2:00 PM – 11:00 PM, to support the AMERS region.

This alternating weekly schedule ensures uninterrupted support across both EMEA and AMERS time zones. By rotating between one week on-site in the Madrid office and one week working remotely, the role provides a balanced approach that combines direct, in-person collaboration with the flexibility and efficiency of remote work. This structure not only guarantees seamless coverage for global operations but also promotes work-life balance and adaptability for the incumbent.

Role Overview:

Key Responsibilities

- Primary Escalation Point: Serve as the go-to contact for internal users via phone, email, web, etc.
- Incident & Request Management: Resolve Level 2 service requests, incidents, and problems in collaboration with Level 1/2 teams.
- Remote Troubleshooting: Diagnose issues and coordinate with IT teams or vendors for specialized support.
- Root Cause Analysis:



Use metrics and data to identify trends and prevent recurring problems.
- Solution Implementation: Determine and apply the most effective solutions, ensuring timely resolution.
- User Guidance: Walk users through problem-solving steps and promote self-service tools.
- Escalations & Vendor Coordination: Forward unresolved issues and liaise with vendors for repair, replacement, or upgrades.
- Technical Support Knowledge: Provide accurate guidance on IT products, software, operating systems, and hardware.
- Documentation & Knowledge Management: Maintain comprehensive records of issues, steps taken, and resolutions in ticketing systems.
- Collaboration & Cross-Training: Share expertise with IT colleagues and assist in training new team members.
- Monitoring & Reporting: Record events, maintain inventories, and track resolutions while supporting IT projects.
- Customer Follow-Up: Update users on status, ensuring satisfaction and awareness of solutions.
- Proactive Problem Management: Identify issues before they escalate and enforce IT security protocols.
- Special Projects: Participate in additional initiatives or duties as required.

Essential Skills and Experience to be Successful in this Role:

Qualifications

- Bachelor’s degree in Computer Science, Information Technology, or a related field preferred, or equivalent professional experience.
- 5+ years of IT experience in service desk or technical support within a multi-national, multi-language enterprise environment.

Knowledge & Expertise

- Strong understanding of computer hardware, software installation, and troubleshooting.
- Advanced Microsoft OS troubleshooting skills across all current versions.
- Proven ability to analyse, diagnose, and resolve technical issues efficiently.
- Hands-on experience with Microsoft 365 administration, Intune MDM, Active Directory, PowerShell, and Microsoft apps such as Defender, DLP, Intune, and Azure.
- Experience with PC deployment and upgrades, including SCCM imaging.
- Familiarity with network technologies and basic network troubleshooting.
- ITIL certification is a plus.

Personal Characteristics

- Excellent English communication skills, both written and verbal, with the ability to write clear tickets/emails and communicate effectively with users in person or by phone.




- Logical thinker with strong attention to detail and accuracy.
- Confident, self-aware, and results-driven with a proactive approach to problem-solving.
- Strong interpersonal skills, able to build rapport and collaborate effectively with diverse teams.
- Professional demeanor and ability to maintain composure under pressure.
- Flexible and willing to work outside regular business hours as required, including support for US time zones up to 20:00.

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

- 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 www.ipc.com/careers/ and www.ipc.com/about-us/about-ipc/.

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.

📌 IT Support Engineer (Madrid)
🏢 Ipc Systems
📍 Madrid