Voice Scope - Shared Services Engineer

Voice Scope - Shared Services Engineer I
W2 Rate $38 or C2C Rate $42
Top 3

Skills:

• 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.

• 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 elevate to 2nd/3rd line teams as necessary.
• Use of IT Service Management tools such as Service Now.
• Ability to work as part of an onsite team covering a wide range of deskside support activities.