Role: Desktop Engineer IV Voice Scope

Type: Contract

Contract Location: Stamford, CT (Onsite, locals only)

Contract Duration: 12 months

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