What are the responsibilities and job description for the Desktop Engineer IV Voice Scope position at Info Services LLC?
Job Details
Title: Desktop Engineer IV Voice Scope
Location: Stamford, CT (Onsite)
Scope of Responsibilities:
Providing first-contact support for all desk-side voice-related incidents and request management tasks, including:
Providing first-contact support for all desk-side voice-related incidents and request management tasks, including:
- Deployment and testing of new telephony devices (IPC dealer-board, Avaya handsets, headsets, etc.).
- Troubleshooting user-related incidents and escalating to 2nd/3rd line support for further investigation/instruction when necessary.
- Supporting day-to-day IPC-related incidents and voice requests at users' desks.
- Supporting day-to-day Avaya telephony and Zoom-related faults at users' desks.
- Coordinating and communicating with 2nd/3rd support teams to log incidents with third-party vendors such as IPC.
- Maintaining regular communication with customers and management regarding the progress/status of owned incidents or requests.
- Maintaining accurate records of incident investigations and progress in the incident management system.
- Providing support to other engineers in the team as required.
- Supporting out-of-hours locally after changes or during major incident scenarios.
Skills Required:
- Experience with trade floor support and trader voice telephony, including IPC, Avaya, and Zoom.
- General understanding of telephony solutions and related integrations (such as private wires and voice recording).
- Ability to support telephony issues at users' desks and escalate to 2nd/3rd line teams as needed.
- Proficiency in using IT Service Management tools such as ServiceNow.
- Ability to work as part of an onsite team, covering a wide range of deskside support activities.
Reason for Request:
- Experience with trade floor support and trader voice telephony, including IPC. Must have IPC configuration and support experience.
- General understanding of telephony solutions and related integrations (such as private wires and voice recording).
- Ability to support telephony issues at users' desks and escalate to 2nd/3rd line teams as necessary.
- Experience with IT Service Management tools such as ServiceNow.
This is a Voice Scope request for Stamford, CT (US location). Onsite. Contractors must undergo a 10-year background check (not the standard 7 years).
If interested, please share your updated resume.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
