Desktop Engineer IV Voice Scope
While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required.
Responsibilities:
All desk end voice related incident and request management tasks.
Deployment testing of new telephony devices (IPC dealer-board/Avaya handsets/headsets etc.)
Troubleshooting user related incidents and escalating to 2nd/3rd for further investigation/instruction where needed
Support day-to-day IPC related incidents and voice requests at users desks.
Support day-to-day Avaya Telephony and Zoom related faults at users desks.
Coordinate and communicate with 2nd/3rd support teams to log incidents with third parties such as IPC.
Maintain regular communication with the customer and management on progress/status of owned incidents or requests.
Maintain accurate records of incident investigations and progress in the incident management system.
Provide support to other engineers in the team as required.
Support locally out of hours after changes or during major incident scenarios.
Skills Required:
Exposure to Trade Floor Support and Trader Voice Telephony (IPC/AVAYA/ZOOM).
General understanding of Telephony Solutions and wider integrations (such as private wires and voice recording).
Capable of supporting telephony issues at users desks and the ability to escalate to 2nd/3rd line teams as necessary.
Use of IT Service Management tools such as ServiceNow.
Ability to work as part of an onsite team covering a wide range of deskside support activities.