Desktop Engineer IV Voice Scope - Diverse Lynx

Role: Desktop Engineer IV Voice Scope
Type: Contract
Work Location: Stamford, CT (Onsite)
Contract Duration: 12 months



Description:

Providing 1st contact support for all desk end voice related incident and request management tasks such as:

• 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 including: 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






Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.