Technical Support Engineer

2 months ago

New York, United States Russell Tobin Full time
Job DescriptionJob Description

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
#LI-GB1Company DescriptionRussell Tobin is an equal-opportunity employer and values diversity in the workplace. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.Company DescriptionRussell Tobin is an equal-opportunity employer and values diversity in the workplace. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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