TITLE: GSOC Analyst
DEPARTMENT: Global Services and Support

MANAGER: VP, Global Services and Support

OFFICE LOCATION: Houston, TX

Role Overview:

The Global Services Operations Center (GSOC) Analyst is responsible for reviewing, tracking, and remediating potential security incidents and compliance issues across the enterprise.

Responsibilities:

• Provide first line diagnostics and Tier 1 troubleshooting technical support to IPC
  clients via various communication channels, including but not limited to:
  telephone, email, or web.
• Open Incident, Change Request and Service Request tickets and manage
  throughout the ticket lifecycle.
• Ensure that tickets and clients are updated per defined intervals, as documented
  within IPC Incident lifecycle procedures.
• Log all troubleshooting steps and statistics in the IPC ticketing system.
• Dispatch cases to Tier 2 in a timely manner for additional investigation when
  appropriate.
• Escalate incidents to first level escalation following the defined escalation process.
• Work with telecommunications and service providers globally to ensure timely
  fault resolution and escalating within our providers when necessary.
  IPC PROPRIETARY Last reviewed March 2023
• Monitor network performance across a variety of platforms and proactively
  manage related event notifications.
• Liaise closely with Tier 2 and other IPC engineering teams to ensure issues are
  being addressed with efficiency and speed to meet SLA requirements.
• Produce reports – e.g., major outages, fault resolution, statistics, etc.
• Document new process and procedures as and when required.
• Identify areas for improvement and communicate these clearly and professionally
  to the management team.

Qualifications:

• Client service professional with proven Service Desk experience (minimum 2
  years).
• Commitment to service excellence with the ability to work in a fast-paced,
  multitasking, team environment.
• Demonstrable experience supporting and troubleshooting a managed extranet
  service or Cisco network (or similar).
• Prepared to work towards Cisco CCNA qualification in first 12 months.
• Varied exposure to Internet technologies and platforms.
• Working knowledge of industry standard ticketing tools including Remedy, Service
  Now etc...
• Working knowledge of industry standard proactive alarm monitoring tools.
• Excellent oral and written communications skills (English).
• Strong work ethic and an energetic, influential, and diplomatic work style.
• Ability to provide shift cover as part of the GSOC team roster and which will
  include weekends and public holidays.

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
• Employee Assistance Program
• Short- and long-term disability benefits at no extra cost
• Basic Life and AD&D coverage at no extra cost
• Dependent Care Flexible Spending account
• 401(k) plan with matching contributions
• Pet Insurance
• ID Theft insurance
• Flexible PTO
• Additional Time off for Charity Work and Volunteering
• Tuition Reimbursement
• Certification Bonus Program
• Access to "IPC University" our Internal E-Learning Platform
• Access to LinkedIn Learning
• Structured Onboarding Training and Peer Mentor Support
• Enhanced Parental Leave
• Wellness Program
• Commuter Reimbursement Account
• 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/.

IPC's Diversity Statement:

"The IPC work culture is one that fosters inclusion, prioritizes diversity and collaborates with our local communities. 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 encourage all team members to actively support our commitment to join in a celebration of social equality and justice, with a focus on actions that improve our firm and communities"– Bob Santella, Chief Executive Officer