What are the responsibilities and job description for the Voice Scope - Shared Services Engineer I position at Jobs via Dice?
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Voice Scope - Shared Services Engineer I
W2 Rate $38 or C2C Rate $42
Top 3 Skills:
Voice Scope - Shared Services Engineer I
W2 Rate $38 or C2C Rate $42
Top 3 Skills:
- IPC
- AVAYA
- ZOOM
- 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.
- 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.
Salary : $38 - $42