Voice and Video Operations Specialist

3 weeks ago

Montreal, Quebec, Canada US Tech Solutions Full time
Job Summary:

We are seeking a highly skilled Voice and Video Operations Specialist to join our team at US Tech Solutions. As a key member of our global staff augmentation firm, you will be responsible for delivering a range of IT Production Voice, Video, and Recording services, including operations, administration, monitoring, controls, and Level 3 support for Voice, Video, and Recording platforms.

Key Responsibilities:
  • Manage and monitor the Voice, Video, and Recording infrastructure, performing business readiness, mid-day, and end-of-day checks.
  • Troubleshoot Voice, Video, and Recording related issues and escalate to Third Line support as necessary.
  • Create reports of Voice, Video, and Recording operational data for 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, including scheduled weekend/out of hours maintenance windows and patching campaigns.
  • Liaise with external partners and vendors for support and problem/change management.
  • Provide support to local IT on-site teams on Voice, Video, Trading Voice, and Recording technologies.
  • Escalate issues to management and/or Permanent Control (or Compliance) as appropriate.

Requirements:
  • Bachelor's degree in computer science, information technology, or relevant/equivalent IT support experience.
  • Years of experience in a st/nd Line IT Support Role.
  • Strong proficiency with Microsoft Windows server and productivity tools.
  • Strong ability to diagnose and resolve software application and performance issues.
  • Knowledge of the following platforms and solutions is desirable but not required; product inductions and training will be provided: Voice and eCOM Recording systems (Veritas Enterprise Vault and Merge, NICE NTR/NTR-X, NICE Fusion, VERINT VFC – VERBA). Voice Telephony platforms (Cisco Call Manager, Voice gateways, Unity Voicemail, MS Teams, Cisco Video Servers: VCS and Expressway and Cisco Video endpoints). Oracle Networking (Oracle Session Border Controller (SBC), Oracle Enterprise Communication Broker (ECB), Oracle Enterprise Operations Monitor). Familiarity with Dealer-board / Turret technologies (IPC Unigy, Broker lines, hoot bridges)
  • Strong understanding of network concepts - TCP/IP and UDP, network ports and protocols, IP addressing and subnetting, firewall concepts and security rules, network monitoring and diagnostic tools ( Wireshark, traceroute, ping etc.)
  • Understanding of SIP protocol and VoIP telephony.
  • Basic experience with database technologies (MySQL, MSSQL), administration, and query search operations.
  • Basic knowledge of Microsoft Azure Cloud Environment and system infrastructure monitoring tools.
  • Basic knowledge of storage platform design and operation (NAS, WORM, ECS, S)
  • 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.
  • Ability to create and maintain technical documentation and network diagrams.
  • 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 not required

About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit our website.

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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