Desktop Support Specialist IV

2 weeks ago


Stamford, Connecticut, United States NSD International, Inc Full time
Job Title: Desktop Support Specialist IV

NSD International, Inc is seeking a highly skilled Desktop Support Specialist IV to join our team. As a key member of our IT department, you will be responsible for providing top-notch support for our voice telephony systems.

Responsibilities:
  • Manage and resolve all desk-end voice-related incidents and requests.
  • Test and deploy new telephony devices, including IPC dealer-board, Avaya handsets, and headsets.
  • Troubleshoot user-related incidents and escalate to 2nd/3rd line teams as needed.
  • Provide day-to-day support for IPC-related incidents and voice requests at users' desks.
  • Support Avaya Telephony and Zoom-related faults at users' desks.
  • Coordinate with 2nd/3rd support teams to log incidents with third parties, such as IPC.
  • Maintain regular communication with customers and management on incident progress and status.
  • Record incident investigations and progress in the incident management system.
  • Support other engineers in the team as required.
  • Provide out-of-hours support after changes or during major incident scenarios.
Requirements:
  • Experience with Trade Floor Support and Trader Voice Telephony (IPC/AVAYA/ZOOM).
  • General understanding of Telephony Solutions and wider integrations (private wires and voice recording).
  • Ability to support telephony issues at users' desks and escalate to 2nd/3rd line teams as necessary.
  • Proficiency in IT Service Management tools, such as ServiceNow.
  • Ability to work as part of an onsite team covering a wide range of deskside support activities.


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