Advanced Support Engineer

Responsibilities

• Act as problem investigator and manager to assist an incident management team (per ITIL service model)
• Assist IPC Tier 1 Engineers and Technicians remotely with technical issues raised through installation and / or service issues.
• Work with Center of Excellence, DevOps and R&D to identify bugs, perform triage, and work towards the ultimate resolution of the identified issue.
• Triage new concerns raised in a timely manner.
• Escalate issues to appropriate organizations
• Participate in incident and problem resolution process based on Swarm methodology
• Ensure that all relevant information has been collected and correlated and analyze this data here applicable.
• When possible, reproduce the fault in the lab and establish protocols for active monitoring of troubled sites.
• Present results to IPC development team so that changes can be implemented to resolve the concern.
• Adhere to best practices in incident / issue classification and documentation and time tracking
• Work with customers and other IPC personnel during the installation and troubleshooting of IPC products and networks.
• Provide risk management services to deployment and operations teams by reviewing designs and procedures used in production deployment.
• Manage and operate team's lab environment
• Continue improving personal technical and product specific skills viapany provided training and self-study
• Support and coordinate Alpha and Beta releases of IPC products.
• Work with Sales and Sales Engineering on special applications to meet customer requirements
• Provide training to Technicians, Sales, Sales Support and other departments, when necessary.
• Create installation and troubleshooting documentation, when necessary
• Willing to work alternate shifts, nights and weekends as required.

Candidacy Requirements

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 beforemencement of employment with IPC.

You can explore more about our culture, offerings andmitment on ipc / careers / and ipc / 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 ironcladmitment to constructive dialogue and open-mindedness.

We live and breathe ourmitment 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. Job ID 4550239005