Engineer - Level 1 IT Professional - Hourly

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Job description

This is a hybrid role requiring 50% onsite presence in our New York office. Scheduled weekend work and a rotational on-call schedule are required.

If you're highly motivated, passionate about helping others, and eager to solve technological problems, we encourage you to apply for this exciting opportunity to kickstart your career in the FinTech regulatory industry. You'll be part of a dynamic team supporting Front Office Users and Compliance Department across multiple systems. Our goal is to deliver industry-leading Trader Voice and Voice Recording services across the Americas.

Product introductions and training will be provided.

Responsibilities:

Deliver a range of Trading Voice and Voice Recording services, including operations, administration, monitoring, controls, and Level 1-2 support for Trading Voice and Voice recording platforms.

Manage and monitor the Trading Voice and Voice Recording infrastructure, performing business readiness, mid-day, and end-of-day checks.

Troubleshoot Trading Voice and Voice recording related issues and escalate to Third Line support as necessary.

Create reports for Trading Voice Recording Operations and Senior Management.

Support Compliance and Legal teams with data search, extraction, and delivery as needed.

Adhere to internal controls and procedures, ensuring deadlines and SLAs are met.

Collaborate with global Record Keeping members in other regions to ensure continuous knowledge sharing and issue resolution.

Participate in the change process around production activities.

Liaise with external partners and vendors for support and change management.

Provide support to BAU teams on Voice, Trading Voice, and Voice Recording technologies.

Escalate issues to management and/or Permanent Control (or Compliance) as appropriate.

Skills Required:

Bachelor's degree in computer science, information technology, or a relevant IT support experience.

1-3 years of experience in a 1/2 Line IT Support Role.

Knowledge of Voice Recording systems (NICE NTR/NTR-X, NICE Fusion, VERINT VFC - VERBA) is desirable but not required; product inductions and training will be provided.

Familiarity with Dealer-board / Turret technologies (IPC Unigy, Broker lines, hoot bridges) is desirable but not required; product inductions and training will be provided.

Basic understanding of SIP protocol and VoIP telephony.

Proficiency with Microsoft Windows server and productivity tools.

Basic experience with database technologies (MySQL, MS SQL), administration, and query search operations.

Understanding of CISCO telephony, MS Teams, Skype for Business applications.

Basic knowledge of Microsoft Azure Cloud Environment and system infrastructure monitoring tools.

Proficiency with Microsoft Excel (Graphs, VLOOKUP, Pivot tables).

Essential Skills:

Detailed-oriented and organized.

Ability to work independently and as a part of a cross-functional global team.

Strong problem-solving skills and desire to learn and adapt to new technology.

Strong customer service and interpersonal skills.

Knowledge of standard methodologies of Service Delivery (ITIL, ITSM) is a plus.

Experience in working in a financial institution in technology or IT departments is a plus but required.

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