The Desktop Voice Engineer IV (Voice Scope) provides 1st contact support for all
desk-end
voice-related incidents and requests. The primary duties include:
Deployment and Testing: Assist in the deployment and testing of new telephony
devices (IPC dealer board, Avaya handsets, headsets, etc.).
Troubleshooting and Escalation: Handle user-related incidents, escalating to
2nd/3rd level teams for further investigation when necessary.
Daily Support: Provide day-to-day support for IPC-related incidents, Avaya
telephony, and Zoom-related issues directly at users' desks.
Coordination: Work closely with 2nd/3rd level teams to log incidents with
external
parties such as IPC.
Communication: Maintain regular updates to customers and management regarding
the status of incidents or requests.
Documentation: Keep detailed records of incident investigations and progress
within
the incident management system.
Team Collaboration: Assist other engineers on the team as needed.
Out-of-Hours Support: Be available for after-hours support during significant
incidents or after changes.
Top Skills:
1. Exposure to trade floor support and trader voice telephony, including IPC.
Must have
IPC configuration and support experience.
2. General understanding of telephony solutions and their integrations, such as
private
wires and voice recording.
3. The ability to troubleshoot telephony issues at users' desks and escalate
to 2nd/3rd
line teams when necessary.
4. Familiarity with IT Service Management tools like ServiceNow.A
American Technology Consulting