TITLE: IT Level 2 Service Desk DEPARTMENT: Information Technology REPORTING TO: Manager, Corporate IT Technical Services & Support, EMEA OFFICE LOCATION: 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 integral financial markets.

This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency. 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.





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. Serve as the go-to contact for internal users via phone, email, web, etc.

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.

Technical Support Knowledge: Provide accurate guidance on IT products, software, operating systems, and hardware. Collaboration & Cross-Training: Share expertise with IT colleagues and assist in training new team members. Record events, maintain inventories, and track resolutions while supporting IT projects.

Proactive Problem Management: Identify issues before they escalate and enforce IT security protocols.

Special Projects: Participate in additional initiatives or duties as required. 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. Strong understanding of computer hardware, software installation, and troubleshooting.

Advanced

Microsoft OS troubleshooting skills across all current versions. 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.

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. 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?

Private Health

Insurance + Pluxee Transport Pass + Pluxee Restaurant Pass Structured Onboarding Training and Peer Mentor Support 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.

We are a global ecosystem, full of diverse people that together made IPC what it is today.

📌 Senior IT Engineer (Madrid)
🏢 IPC Systems
📍 Madrid