Summary

The service engineer is responsible for performing installations, providing maintenance and service to the mission-critical trading communication technology, and voice recording systems to the global and domestic renowned investment banks.

Scope of Service

• Collaborate with internal operation support teams and external business clients and vendors with good communication skills to ensure delivered platforms – Trading voice communication and enterprise voice recording platform operate efficiently and flawlessly.
• Daily administration and operational support for trading communication systems and related systems/infrastructure consisting of the following technologies/vendors: IPC, NICE, Verint, Cisco and Avaya
• Being responsible for Incident, Problem and Change management and coordinate the MAC (Move, Add and Changes) requested by the clients or line managers.
• Assist in implementation project planning by working with operation support team and business clients to come out the most appropriate technology choices and develop the qualified implementation schedule to accomplish project goals.

Key Duties – Customer Service

• Assigned Duties – To implement all assigned duties (service/MAC/Installation) Ensure the correct materials and the agreed timescales are adhered to. Ensuring that good working practices are maintained at all times.
• Communication – To provide clear and concise reports as requested on assigned duties. To liaise with other JyouJyou/IPC departments where necessary.
• Support – To provide technical support and controlling escalation procedures when necessary.
• Fault Rectification – to identify, rectify and escalate when necessary for the faults on all of JyouJyou supported systems.
• Site Documentation – To ensure site records are accurate and kept up to date. Ensure the office is provided with up to date system backups reflecting any configuration changes.
• Procedures – Ensure that company procedures are adhered to and all paperwork is completed accurately, in a timely manner.
• Customer Liaison – To liaise with customer contacts regarding planned work and fault rectification. Keeping both the service desk/line manager and customer fully informed of status of work/fault.
• Take part of a 24 hour on-call roster.
• Perform overtime as required
• Be on shift duty as required (early and late day shift)

Key Duties – Project Implementation

• Ensure that all aspects of each project are closely monitored. This should include planning, procurement and supervision.
• Ensure that all projects are completed within agreed timescales.
• Ensure that adequate resource is available for each stage of the project.
• Liaise with customer regarding planned and actual work. Ensure that the customer is aware at all times of JyouJyou’s requirements, delivery dates and installation dates.
• Ensure that company procedures are adhered to and all paperwork is completed accurately and in a timely manner.
• Provide clear and concise reports and documentation.

General Duties

• Any ad-hoc request from immediate superior or management.

Skills / Qualifications Required are a good plus (non-experience is also welcome)

• 3 – 5 years relevant experience in similar capacity or non-experience 
• Expertise with Trading Floor and Voice technologies provided by vendors such as IPC, NICE, Verint, Cisco, Avaya.
• Experience with Carrier Network Services such as PSTN/TDM/QSIG/SIP
• Experience with Windows 2012/2016 and VMware platform.
• Knowledge of MSSQL, Scripting, JTAPI, XML, LDAP, Syslog, Active Directory
• Network background e.g. CISCO certification is a good plus
• Exposure to financial services industry essential
• Good communication skills and customer skills