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Technical Support Specialist

2 months ago

New York, New York, United States Russell Tobin & Associates Full time

Job Summary

Russell Tobin & Associates is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical support and maintenance for our Voice Recording and Trader Platforms.

Key Responsibilities

  • Provide technical support and maintenance for Voice Recording and Trader Platforms
  • Manage and monitor the infrastructure of Voice Recording and Trader Platforms
  • Perform health checks and troubleshoot issues related to Voice Recording and Trader Platforms
  • Collect and analyze metrics and traces for Third Line escalation
  • Create reports for Trading Voice Recording Operations and Senior Management teams
  • Support Compliance and Litigation Teams with data search, extraction, and delivery
  • Adhere to Internal Controls and procedures
  • Ensure deadlines and SLA are met
  • Collaborate with members of the NOC in other Regions to resolve issues and share knowledge
  • Participate in 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
  • Escalate issues to management and/or Permanent Control as needed

Requirements

  • Bachelor's degree in Computer Science, Information Technology, or a related field
  • 3+ years of experience in a 1/2 Line IT Support Role
  • Knowledge of Voice Recording systems (NICE NTR, NICE Fusion, VERINT VFC – VERBA)
  • Dealer-board / Turret technologies (IPC Unigy, Broker lines, hoot bridges)
  • 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 in 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

Benefits

  • 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
  • Employee assistance program
  • Legal support
  • Auto, home insurance
  • Pet insurance
  • Employee discounts with preferred vendors