Onsite Support Technician

TITLE: Onsite Support TechnicianDEPARTMENT: AMERS-Customer Outcomes REPORTING TO: Service Delivery ManagerOFFICE LOCATION: Washington, DCROLE TYPE: Full Time – OnsiteIPC 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.Join a team that is dedicated to delivering groundbreaking products and making a significant impact on our clients' success.www.IPC.com­­­­­Overview of the Team The Onsite Support Technician is part of the broader AMERS Customer Outcomes team, which supports clients throughout the Americas. The team provides engineering resources backed by experienced technical and service professionals who can deliver both remote and in-person assistance. This coordinated support model enables the Onsite Support Technician to address immediate operational needs while drawing on wider expertise for complex issues, escalations, and service improvements.Role Overview:The Onsite Technician will be based in Washington DC and is part of the broader AMERS Customer Outcomes team. They will serve as the primary liaison among traders and end users, the client’s internal IT teams, and IPC’s technical and service teams. As a key member of the client’s trading-floor support team, the engineer coordinates daily support, performs hands-on technical tasks, and facilitates clear communication and effective execution across this collaborative, cross-functional environment.The individual is responsible for managing user configurations in the Unigy Management System, supporting move/add/change activities, and assisting with incident resolution. The role requires close interaction with traders, client IT teams, and internal IPC teams to ensure that all system changes, installations, and fixes are properly implemented, tested, and validated. Additionally, the technician plays a key role in maintaining service continuity by performing testing, supporting troubleshooting efforts, and ensuring that trading floor systems are fully operational and business-ready after any changes or incidents.How You Will Make an Impact: An onsite technician makes an impact by ensuring that trading floor systems remain fully operational, stable, and ready for business at all times, which is critical in a high‑pressure financial environment. By acting as the first point of contact for traders and users, the technician helps minimize downtime through rapid troubleshooting, hands-on support, and coordination with internal and client teams to resolve issues quickly and effectively.They also drive operational efficiency by accurately executing move, add, change, and delete (MACD) requests, maintaining system configurations, and validating that all changes are properly implemented and tested. Through close collaboration with the NY Unigy team and customer IT teams, the technician ensures smooth communication across stakeholders and helps prevent issues from escalating.Essential Skills and Experience to be Successful in this Role:Strong troubleshooting and problem-solving skills to diagnose and resolve technical issues quickly in a high-pressure environment.Solid understanding of IT infrastructure, including hardware, operating systems, and networking fundamentals.Knowledge of VoIP technologies, SIP protocols, and trading voice systems (e.g., IPC Unigy)Experience with ITSM/ticketing systems (ServiceNow) and managing incidents end-to-end.Ability to perform system configuration, user administration, and MACD (Move/Add/Change/Delete) activitiesStrong communication and interpersonal skills to work directly with traders, users, and multiple technical teamsCustomer-focused mindset with the ability to provide clear, desk-side support and trainingFamiliarity with network devices (routers, switches) and basic connectivity troubleshooting.Ability to work independently while coordinating across geographically dispersed teams.Strong organizational skills and attention to detail for documentation, ticket updates, and SLA compliance.Flexibility to work in a fast-paced trading floor environment with occasional extended hours.Methodical approach to testing, validation, and ensuring systems are fully operational before handoff.Desired Skills and Experience:Experience supporting trading floor environments and familiarity with financial industry workflowsKnowledge of IPC Unigy platforms or similar trading voice/turret systemsExposure to process improvement or automation initiativesSIP/VoIP certifications or advanced telephony knowledge (SIP, PBX, SBCs)Strong understanding of networking protocols and voice infrastructure (TCP/IP, routing, QoS)Advanced proficiency in Microsoft Excel, Word, and Visio for documentation and reportingExperience working in ITIL-based environments and service management processesAbility to support global customers and collaborate with geographically dispersed teamsStrong stakeholder management skills, including interaction with business executives and tradersProven ability to identify and drive process improvementsMethodical and analytical approach to troubleshooting complex technical issuesSelf-motivated, high-energy attitude with a proactive and continuous improvement mindsetWhat’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 SalariesMedical, Dental and Vision100% Employer Paid Short/Long Term Disability, AD&D and Life Insurance CoverageLimited & HealthCare Flexible Spending AccountsDependent Care Flexible Spending AccountHealth Savings Accounts with Employer ContributionsPet InsuranceLegal InsuranceCritical Illness, Hospital Indemnity and Accident CoverageCommuter BenefitsMedicare Services Education programFinancial Wellness Account Fiduciary and TrainingIdentity Theft Insurance401(k) and Roth plan with matching contributionsFlexible PTO, Sick Pay and Public HolidaysAdditional Time off for Charity Work and VolunteeringTuition ReimbursementCertification Bonus ProgramAccess to “IPC University” our Internal E-Learning PlatformStructured Onboarding Training and Peer Mentor SupportParental Leave PolicyFree Mental Health Wellness Programs, Tools, Coaching and Free therapy sessionsEmployee Referral SchemeFurther information about your benefits will be provided during your onboarding process.Additional Information: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.