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Voice Scope

Fujitsu
Stamford, CT Full Time
POSTED ON 4/28/2025
AVAILABLE BEFORE 5/27/2025

Job Description

  • Providing 1st contact support for all desk end voice related incident and request management tasks such as :

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 including : 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

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