Desktop Engineer IV Voice Scope - Trade Floor Support at NSD International, Inc

Desktop Engineer IV Voice Scope

Top 4 Skills:

1. Exposure to Trade Floor Support and Trader Voice Telephony(IPC/AVAYA/ZOOM). Must Have IPC Configuration & Support Experience.
2. General understanding of Telephony Solutions & Wider Integrations (such as Private Wires & Voice Recording).
3. Capable of supporting telephony issues at users desks and the ability to escalate to 2nd/3rd line teams as necessary.
4. Use of IT Service Management Tools such as ServiceNow.

Job Description:

• Deployment testing of new telephony devices (IPC dealer-board/Avaya handsets/headsets etc.)
• Troubleshooting user related incidents and escalating to 2nd/3rd for further investigation/instruction where needed
• Support day-to-day IPC related incidents and voice requests at users desks.
• Support day-to-day Avaya Telephony and Zoom related faults at users desks.
• Coordinate and communicate with 2nd/3rd support teams to log incidents with third parties such as IPC.
• Maintain regular communication with the customer and management on progress/status of owned incidents or requests.
• Maintain accurate records of incident investigations and progress in the incident management system.
• Provide support to other engineers in the team as required.
• Support locally out of hours after changes or during major incident scenarios.