Onsite Technician

TITLE: Onsite Technician

DEPARTMENT: Managed Services

OFFICE LOCATION: Charlotte

ROLE TYPE: Full Time – In Office

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.

Join a team that is dedicated to delivering groundbreaking products and making a significant impact on our clients' success.

­­­­­­­Overview of the Team

The team is structured around a managed services model where a central IPC Managed Services team provides overall service delivery oversight, governance, and escalation support, while a specialized NY Unigy technical team handles advanced system configuration and platform engineering. The onsite technician role is embedded at the client’s NYC trading floor and acts as the primary point of contact, bridging traders and end users, the client’s internal IT teams, and IPC’s internal technical and service teams. In this setup, the onsite role operates as the central coordinator, managing day‑to‑day support, executing hands-on tasks, and ensuring smooth communication and execution across all parties within a highly collaborative, cross-functional enviroment.

Role

Overview:

A Unigy Onsite Technician involves acting as an extension of the Managed Services team by providing dedicated support directly at the client’s trading floor in NYC. The individual is responsible for delivering both hands-on technical support and coordination, including 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 (e.g., Remedy, ServiceNow) and managing incidents end-to-end.
• Ability to perform system configuration, user administration, and MACD (Move/Add/Change/Delete) activities
• Strong communication and interpersonal skills to work directly with traders, users, and multiple technical teams
• Customer-focused mindset with the ability to provide clear, desk-side support and training
• Familiarity 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 befor handoff.

Desired Skills and Experience:

• Experience supporting trading floor environments and familiarity with financial industry workflows
• Knowledge 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 reporting
• Experience working in ITIL-based environments and service management processes
• Ability to support global customers and collaborate with geographically dispersed teams
• Strong stakeholder management skills, including interaction with business executives and traders
• Proven ability to identify and drive process improvements
• Methodical and analytical approach to troubleshooting complex technical issues

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:

• Medical, Dental and Vision100%
• Employer Paid Short/Long Term Disability, AD&D and Life Insurance Coverage
• Limited & HealthCare Flexible Spending Accounts
• Dependent Care Flexible Spending Account
• Health Savings Accounts with Employer Contributions
• Pet Insurance
• Legal Insurance
• Critical Illness, Hospital Indemnity and Accident Coverage
• Commuter Benefits
• Medicare Services
• Education program
• Financial Wellness Account Fiduciary and Training
• Identity Theft Insurance
• 401(k) and Roth plan with matching contributions
• Flexible PTO, Sick Pay and Public Holidays
• Additional Time off for Charity
• Work and VolunteeringTuition Reimbursement
• Certification Bonus Program
• Access to “IPC University” our InternalE-Learning Platform
• Structured Onboarding Training and Peer Mentor Support
• Parental Leave Policy
• Free Mental Health Wellness Programs, Tools, Coaching and Free therapy sessions
• 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.

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 dial

ogue 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.