Technical Support Engineer - Voice Recording and Trader Platforms

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.

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