Job Description

Job Title: Desktop Engineer IV – Voice Scope

Location: Stamford, CT US

Rate: $30 hourly

Work Schedule: Onsite, with occasional out-of-hours support

Job Overview:

We are seeking a skilled Desktop Engineer IV with a strong focus on voice technologies , particularly in trade floor environments . This role involves providing first-contact support for all desk-end voice-related incidents and requests, ranging from device deployments to troubleshooting and escalation.

Responsibilities:

• Provide first-line support for all desk-side voice-related incidents and service requests.
• Perform deployment testing of new telephony devices (IPC dealer-board, Avaya handsets, headsets, etc.).
• Troubleshoot and escalate IPC-related and voice faults to 2nd/3rd line support as needed.
• Support daily Avaya telephony and Zoom issues at users’ desks.
• Work closely with 2nd/3rd line teams and third-party vendors (e.g., IPC) for incident resolution.
• Maintain regular communication with customers and management regarding the progress/status of tickets.
• Accurately log investigations and updates in the incident management system (e.g., ServiceNow) .
• Assist and mentor other team members as necessary.
• Participate in after-hours support following changes or during major incidents.

Required Skills & Experience:

1. Hands-on experience with IPC configuration and support in a trading environment.
2. Strong exposure to trade floor support and trader voice telephony technologies.
3. Solid understanding of telephony ecosystems , including private wires , voice recording , and general voice infrastructure.
4. Ability to troubleshoot telephony issues at the desktop level and escalate appropriately.
5. Experience with ServiceNow or other ITSM platforms for incident/request management.
6. Excellent communication and coordination skills for interfacing with internal teams and external vendors.

Nice to Have:

• Experience supporting Avaya Aura , Zoom Phone , and dealer-board voice systems .
• Prior experience in financial services or trading environments .
• Familiarity with voice recording solutions and compliance requirements.

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