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

LOCATION:
Madrid, Spain ROLE TYPE: Full-time, Five (5) Days Onsite 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 global financial markets. This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency. Overview of the Team: The IT Support team, based in New York, Madrid, and Kuala Lumpur, provides advanced technical support to internal users across the integral organization. Serving as the primary escalation point for complex issues, the team delivers effective troubleshooting, root cause analysis, and timely resolution through close collaboration with internal IT teams and external vendors. In addition to ensuring high-quality support services, the team is committed to continuous improvement, knowledge sharing, and proactive problem management to enhance the overall user experience, optimize service delivery, and maintain the reliability and performance of business-critical systems. Role Overview The IT Support Engineer provides advanced technical support for IPC employees globally, serving as a key escalation point for complex incidents and service requests. on troubleshooting, collaboration across IT teams, and a commitment to exceptional customer service to ensure a secure, reliable, and efficient technology experience for end users. Diagnose and resolve Microsoft Windows, Microsoft 365,



endpoint, hardware, software, mobile device, and connectivity issues. Administer and support Microsoft Intune, Active Directory, Microsoft Defender, Data Loss Prevention (DLP), Duo, Mimecast, Atlassian products, and related technologies. Manage incidents, service requests, and escalations through the IT Service Management (ITSM) platform while ensuring accurate documentation and timely updates. Collaborate with Infrastructure, Security, Application Support, and external vendors to resolve issues and restore service. Perform root cause analysis for recurring incidents and contribute to problem management activities. Track IT assets and ensure inventory records remain accurate and up to date. Participate in IT projects, technology rollouts, office moves, upgrades, and continuous improvement initiatives. Provide guidance and technical expertise to colleagues while contributing to team knowledge sharing and cross-training efforts. Provide frontline and escalated technical support through phone, email, chat, and remote support channels. Guide users through troubleshooting, communicate ticket status, explain available IT services, and ensure a high-quality customer experience. user experience by reducing recurring incidents and identifying opportunities for long?quality documentation and knowledge resources that enable faster issue resolution.



Enhance endpoint reliability and security through effective management of Microsoft 365, Intune, Active Directory, and related technologies. Help maintain a secure, stable, and scalable technology environment that supports IPC's global workforce and business operations. Act as a trusted technical resource for employees, delivering a positive support experience that reinforces confidence in IT services.on experience providing Level 2 service desk, desktop support, or technical support in a corporate environment. Advanced troubleshooting experience with current Microsoft Windows operating systems, computer hardware, software, peripherals, and mobile devices. Microsoft 365, Duo, Mimecast, Intune MDM, Active Directory, PowerShell, Microsoft Defender, DLP, Intune, and Azure. Atlassian product support for Confluence, Jira and Bitbucket Experience managing incidents and service requests through an IT Service Management platform, including accurate ticket documentation and timely user updates. Working knowledge of endpoint security, identity and access management, and basic network troubleshooting. Excellent written and verbal English communication skills, with a strong customer?Ability to collaborate effectively with Infrastructure, Security, Application Support, and external vendors in a global environment.
Desired Skills and Experience Bachelor's degree in Computer Science, Information Technology, or a related discipline, or an equivalent combination of education and professional experience. Experience supporting users in a multinational or multilingual enterprise environment. Experience with Duo, Mimecast, Data Loss Prevention technologies, PowerShell, and Microsoft Entra ID. Experience supporting Atlassian products, including Co

📌 Senior Engineer/Support Engineer (Madrid)
🏢 IPC Systems
📍 Madrid