Desktop Engineer IV Voice Scope in Connecticut at NSD International, Inc

Desktop Engineer IV Voice Scope

Responsibilities:

• All desk end voice related incident and request management tasks.
• 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.

Skills Required:

• Exposure to Trade Floor Support and Trader Voice Telephony (IPC/AVAYA/ZOOM).
• General understanding of Telephony Solutions and wider integrations (such as private wires and voice recording).
• Capable of supporting telephony issues at users desks and the ability to escalate to 2nd/3rd line teams as necessary.
• Use of IT Service Management tools such as ServiceNow.
• Ability to work as part of an onsite team covering a wide range of deskside support activities.