Trader Voice Support Engineer

prosource.it is a global IT Managed Service provider working with Medium to Enterprise level, global clients and is looking for an Trader Voice Support Engineer who is interested in joining a global, enterprise level team who are delivering technical solutions to our internal business partners to drive processes and meet business requirements.

We understand that we need exceptional talent to accomplish our mission - therefore we place great emphasis on the people component of IT, and we strive constantly to attract, develop, and retain the best people. We cultivate an ethos and environment within which our people are focused, nurtured, and continually challenged to develop and improve their competencies in a fun and rewarding culture. 

Overview

Trader Voice Support Engineer

Chicago, IL - Full-time

We are looking to hire a skilled Trader Voice Support Engineer to work in our supply trading & shipping client, focusing on customer service.

We are looking for technical individuals with a focus on unified communications and turret systems with windows desktop experience for the ST&S technology group with the trader voice and ops compliance (TVOC) team.

The successful candidate will be mid-level with 5+ years’ experience and be responsible for providing user support for all trader voice technologies, including unified-communication applications (running on Windows11) and voice recorded media.  These recorded medias include, but not limited to, dealer boards, mobile phones, and computer-based telephony platforms and associated retention policies.  The platforms include, but not limited to, Cloud9, SIP Private-Wires, Twilio, SBCs, Vodafone NMR, and Mobile phone & Mobile Application Recording, including Microsoft Teams Voice Recording, ASC, and Cohesity Alta SaaS Protection Solutions. Additionally, the successful candidate should have experience with PC hardware & peripherals, cloud & web technologies including Azure, Windows 11, Microsoft365, SharePoint, Power Automate, PowerBI, APIs, Postman, and scripting.

The candidate will possess the ability to work both independently and collaboratively within a fast-paced, distributed, trading environment.

Experienced, operational technician with the confidence and communication skills to interface with traders for the resolution of a variety of issues

• Experienced, operational technician with the confidence and communication skills to interface with traders for the resolution of a variety of issues.
• Deliver and maintain high quality “business as usual” support and operations for client-side technologies, voice recording platforms
• Adhere to Control Standards with particular focus on Business Recording and Communication policies.
• Maintain an atmosphere focused on adherence to recording standards, ITIL / Support processes and continuous improvement.
• Follow ITIL processes for incident, problem, change, configuration, and release management and ensure that Major/Minor incidents are resolved within set SLA's
• Detailed knowledge of voice systems architecture, applications, and operations including client devices, applications, backend infrastructure, networking, recording / monitoring, archiving services and solutions.
• Effective and clear communicator, ability to lead and work well with the team, high self-motivation, and strong delivery focus.
• Ensure industry best practices are adhered to by group, team, and suppliers.

• Assists in the development and deployment of solutions
• Identify network system issues, troubleshoot, and provide solutions
• Provide preventative measures to ensure up-time and optimal performance of the environment
• Perform complex problem isolation within the Telecommunications Infrastructure and Networks
• Creates and contributes on technical documentation
• On-call rotation/After Hours support is required
• Travel is possible, but occasional
• Maintain all required technical, business, compliance and safety training courses.

Additional desired skills include:

• Voice Infrastructure, Turret or Dealer board Systems, Voice Recording Systems
• Network, Internet, Firewalls, QoS
• iPBX, SBCs, SIP, SIPRec
• Windows 11, Microsoft 365, APIs
• USB devices & peripherals

ADDITIONAL INFORMATION:

Applicants for employment in the US must have work authorization that does not, now or in the future, require sponsorship of a visa for employment authorization in the United States.

The applicant who fills this position will be eligible for the following compensation and benefits:

• Health Care Plan (Medical, Dental & Vision)

• Short Term and Long-Term Disability
• Basic & Voluntary Life and AD&D insurance
• 3% 401K company contribution (regardless of voluntary contribution)
• 15 days of PTO when you join us and 20 days once you reach your first year
• 9 Paid company holidays