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    Technical Support Engineer - New York, United States - Russell Tobin

    Russell Tobin
    Russell Tobin New York, United States

    2 weeks ago

    Russell Tobin background
    Technology / Internet
    Description


    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
    #LI-GB1

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

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