Shared Services Engineer I

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Shared Services Engineer I

Stamford, CT (onsite)

12 Months Contract

Summary

The Shared Services Engineer I provides first-line deskside support for voice and telephony-related incidents and service requests within a fast-paced trading floor environment. This role is responsible for deployment, troubleshooting, and ongoing support of telephony technologies including IPC, Avaya, and Zoom, while ensuring accurate documentation and effective communication with end users, internal teams, and third-party vendors. The engineer will collaborate closely with 2nd and 3rd line support teams to ensure timely resolution of incidents and high levels of customer satisfaction.

Responsibilities

• Provide first-contact support for desk-end voice incidents and service requests.
• Deploy and test telephony devices including IPC dealer boards, Avaya handsets, and headsets.
• Troubleshoot user-related telephony incidents and escalate to 2nd/3rd line teams as required.
• Support day-to-day IPC-related incidents and voice requests at user desks.
• Support Avaya telephony and Zoom-related faults at user desks.
• Coordinate with 2nd/3rd line support teams and log incidents with third-party vendors (e.g., IPC) when necessary.
• Maintain clear and consistent communication with customers and management regarding incident progress and status.
• Accurately document investigations, actions, and resolutions within the IT Service Management system (e.g., ServiceNow).
• Assist other engineers within the team as required.
• Provide local out-of-hours support following changes or during major incident scenarios.
  
  

Requirements

• Experience supporting trading floor environments and trader voice telephony solutions.
• Hands-on exposure to IPC, Avaya, and Zoom technologies.
• General understanding of telephony solutions and related integrations, including private wires and voice recording systems.
• Ability to diagnose and resolve telephony issues at user desks and appropriately escalate when necessary.
• Experience using IT Service Management tools such as ServiceNow.
• Ability to work effectively as part of an onsite team supporting a broad range of deskside support activities.
• Strong communication skills and a customer-focused approach.
  
  

Metasys Technologies is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identify, national origin, veteran or disability status.