What are the responsibilities and job description for the Desktop Engineer position at MatchPoint?
Job Title: Desktop Engineer IV – Voice Scope
Location: Stamford, CT US
Rate: $30 hourly
Work Schedule: Onsite, with occasional out-of-hours support
Job Overview:
We are seeking a skilled Desktop Engineer IV with a strong focus on voice technologies, particularly in trade floor environments. This role involves providing first-contact support for all desk-end voice-related incidents and requests, ranging from device deployments to troubleshooting and escalation.
Responsibilities:
- Provide first-line support for all desk-side voice-related incidents and service requests.
- Perform deployment testing of new telephony devices (IPC dealer-board, Avaya handsets, headsets, etc.).
- Troubleshoot and escalate IPC-related and voice faults to 2nd/3rd line support as needed.
- Support daily Avaya telephony and Zoom issues at users’ desks.
- Work closely with 2nd/3rd line teams and third-party vendors (e.g., IPC) for incident resolution.
- Maintain regular communication with customers and management regarding the progress/status of tickets.
- Accurately log investigations and updates in the incident management system (e.g., ServiceNow).
- Assist and mentor other team members as necessary.
- Participate in after-hours support following changes or during major incidents.
Required Skills & Experience:
- Hands-on experience with IPC configuration and support in a trading environment.
- Strong exposure to trade floor support and trader voice telephony technologies.
- Solid understanding of telephony ecosystems, including private wires, voice recording, and general voice infrastructure.
- Ability to troubleshoot telephony issues at the desktop level and escalate appropriately.
- Experience with ServiceNow or other ITSM platforms for incident/request management.
- Excellent communication and coordination skills for interfacing with internal teams and external vendors.
Nice to Have:
- Experience supporting Avaya Aura, Zoom Phone, and dealer-board voice systems.
- Prior experience in financial services or trading environments.
- Familiarity with voice recording solutions and compliance requirements.
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Salary : $30
