IT L2 Technician - IPC Systems
New York City, NY
About the Job
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.
www.IPC.com
TITLE: IT L2 Technician
DEPARTMENT: IT
REPORTING TO: Manager, Corporate IT Technical Service & Support, NA
LOCATION: NYC, US
JOB TYPE: Full- Time, Permanent
POSITION SUMMARY
IPC's IT department is responsible for delivering cutting-edge technological solutions to meet the communication compliance and network solution needs of global financial institutions. As a leader in the financial markets, IPC ensures agility and efficiency in advanced data networks, compliance, and collaboration for its global clients.
The IT Service Desk Technician will be part of the IT support team, working closely with users, the Global IT Service Desk and the IT Infrastructure Team.
The L2 Technician will provide advanced technical support for hardware, software, and network issues escalated from L1 support. This role involves diagnosing more complex problems, working with systems administration tasks, and resolving escalated support tickets to ensure smooth operations within the IT environment. Additionally, the L2 Technician may assist in maintaining IT infrastructure and support internal and external users.
This role will be supporting our New York tri-state area (New York, New Jersey, and Connecticut) and will require travel to all IPC Offices in the area. A willingness to work flexible hours, including after-hours support, is required.
RESPONSIBILITIES
• Provide Second-Level Support by addressing and resolving escalated issues from L1 technicians that require more advanced technical expertise
• Advanced Troubleshooting through diagnosing and resolving more complex technical issues related to hardware, software, network connectivity, and security
• Perform user management tasks like creating and modifying user accounts, managing access permissions, and configuring systems (e.g., Active Directory, Office 365).
• Ensure timely resolution of tickets, including documenting solutions and troubleshooting steps within the ticketing system.
• Assist in setting up, configuring, and upgrading hardware, software, and networks for users.
• Provide technical support to remote users using remote desktop or support tools.
• Collaborate with senior L2/L3 teams for advanced troubleshooting or escalation of critical issues that fall outside the scope of L2 support
• Assist in monitoring systems, network performance, and security logs to identify potential issues before they escalate
• Help troubleshoot and resolve network-related issues (LAN/WAN, VPN), and assist in maintaining network infrastructure
• Participate in resolving security-related incidents and applying patches or updates to secure systems.
• Document configurations, procedures, and troubleshooting steps for future reference or to aid L1 support teams.
• Familiarity with troubleshooting software and hardware issues on desktops, laptops, and mobile devices
• Experience with common operating systems (e.g., Windows, macOS) and software applications
• Basic scripting or automation knowledge is a plus (e.g., PowerShell, Bash)
• Excellent analytical and problem-solving skills
• Ability to prioritize tasks and manage multiple requests efficiently
• Strong communication skills, able to explain technical concepts to non-technical users
• Team-oriented with the ability to work independently when necessary
Desirable Experience/Skills/Qualifications
• CompTIA Network+, CompTIA Security+, or similar certifications are preferred. Any vendor-specific certifications (e.g., Microsoft, Cisco) are a plus
• 1-2 years of experience in a technical support or help desk role, with exposure to more advanced IT tasks
PLEASE SUBMIT YOUR CV IN ENGLISH.
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
• Medical Coverage, Dental and Vision, Short/Long Term Disability, AD&D and Life Insurance Coverage
• 401(k) plan with matching contributions
• Flexible PTO plus Public Holidays
• Additional Time off for Charity Work and Volunteering
• Pet Insurance
• ID Theft insurance
• Tuition Reimbursement
• Certification Bonus Program
• Access to "IPC University" our Internal E-Learning Platform
• Structured Onboarding Training and Peer Mentor Support
• Enhanced Parental Leave
• 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 to living our Core 4 values, on www.ipc.com/careers/ and www.ipc.com/about-us/about-ipc/.
