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Technical Support Engineer

2 months ago

New York, United States Russell Tobin & Associates Full time



What are we looking for in our Technical Support Engineer - Voice Recording and Trader Platforms ?

12 Month assignment
Client: Financial
Pay-range: $40-$55/hr on W2 (Depending on experience)

Hybrid role 

Purpose & Scope of role

  • Purpose: act as a Support Engineer for all Voice Recording and Trader Platforms focusing on management and product monitoring, health checks delivery, technical support and testing of the Trading Voice and Voice Recording infrastructure.
  • Scope: Regional support of North and South America countries based out of the New York office.

Responsibilities:

  • Responsible for the delivery of a range of Trading Voice and Voice Recording services into the Company. Primarily this involves operations, administration, monitoring, controls, ongoing Level 1 and 2 support for Trading Voice and Voice recording platforms.
  • Management and monitoring of the Trading Voice and Voice Recording infrastructure.
  • Perform ready for business checks.
  • Troubleshooting any Trading Voice and Voice recording related issues.
  • Collect metrics and traces for Third Line escalation.
  • Create reports for Trading Voice Recording Operations and Senior Management teams.
  • Compliance and Litigation Team support with data search, extraction, and delivery as/when needed.
  • Adhere to Internal Controls and procedures.
  • Ensure deadlines and SLA are met.
  • Collaborate with members of the NOC in other Regions to ensure a continuous effort in resolving issues and knowledge sharing.
  • Be part of the change process around production activities.
  • Liaise with external partners and vendors for support and change management.
  • Provide support to BAU teams on Voice, Trading Voice, and Voice Recording technologies.
  • Ensuring appropriate escalation to management and/or Permanent Control (or Compliance as appropriate) as soon as an issue is identified.

Skills Required:

  • Bachelor’s degree in computer science, information technology or a relevant experience.
  • 3+ Years’ experience in a 1/2 Line IT Support Role.
  • Knowledge of Voice Recording systems (NICE NTR, NICE Fusion, VERINT VFC – VERBA). Desirable but not required - product inductions and training will be provided.
  • Dealer-board / Turret technologies (IPC Unigy, Broker lines, hoot bridges) Desirable but not required - product inductions and training will be provided.
  • SIP protocol and VoIP Telephony expertise.
  • Microsoft Windows server and productivity tools.
  • Experience with database technologies (MySQL, MS SQL), administration and query search operations.
  • Understanding of CISCO telephony, MS Teams, Skype for Business applications.
  • Understanding of Private wires and Hoot Networks.
  • Knowledge of Microsoft Azure Cloud Environment
  • System infrastructure monitoring tools.
  • Knowledge of Microsoft Excel (Graphs, Vlookups, Pivot tables)

Essential Skills:

  • Detailed-oriented and organized.
  • Ability to work independently and as a part of a cross-functional global team.
  • Professional experience, documenting, planning, and managing platforms through their life cycle.
  • Strong problem-solving skills.
  • Desire to learn and adapt to new technology skillsets.
  • Strong customer-service and interpersonal skills.
  • Knowledge of standard methodologies of Service Delivery (ITIL, ITSM).
  • Experience of working in a financial institution in technology or IT departments.
RussellTobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.

#CB
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Rate/Salary: $40-$55/hr on W2 (Depending on experience)