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    Support Engineer - New York, United States - Software Guidance and Assistance, Inc.

    Software Guidance and Assistance, Inc.
    Software Guidance and Assistance, Inc. New York, United States

    3 weeks ago

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    Description

    Software Guidance & Assistance, Inc., (SGA), is searching for a Support Engineer - Voice Recording & Trading Platforms for a CONTRACT assignment with one of our premier Financial Services clients in New York, NY.

    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, mid-day, and end of business checks.
    • Troubleshooting 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.
    Required Skills :
    • Bachelor's degree in computer science, information technology or a relevant IT support experience.
    • 3+ Years' experience in a 1/2 Line IT Support Role.
    • 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)
    • 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.
    Preferred Skills:
    • Knowledge of Voice Recording systems (NICE NTR/NTR-X, NICE Fusion, VERINT VFC - VERBA).
    • Dealer-board / Turret technologies (IPC Unigy, Broker lines, hoot bridges).
    • Product inductions and trainings will be provided to the consultant for all of the above.
    SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .

    SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company EEO page to request an accommodation or assistance regarding our policy.
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