System Administrator IV Voice and Communications

Raymond James; New York (NY); On-site; USD 70,000 - 150,000; Full time

Job summary

Join a forward-thinking financial services firm as a System Administrator IV focusing on Voice and Communications. In this pivotal role, you will support the trading floor's telephony systems and video conferencing solutions, ensuring seamless communication across various departments. Your expertise in tools like Zoom, Avaya, and NICE will be essential as you troubleshoot issues, implement solutions, and provide user training. This position offers a dynamic work environment where your contributions will enhance operational efficiency and user satisfaction. If you're passionate about technology and eager to make a difference in a collaborative setting, this opportunity is for you!

Benefits

Development opportunities

Networking groups

Diversity and inclusion initiatives

Employee wellness programs

Flexible work arrangements

Health insurance

Retirement plans

Paid time off

Professional development

Community involvement programs

Qualifications

• Experience with telephony systems, Zoom Rooms, and user administration.
• Ability to troubleshoot and provide technical support for voice and video systems.

Responsibilities

• Perform break/fix and move/add/change work for voice and video conferencing.
• Consult with users to determine needs and build solutions.
• Monitor and respond to incident and request tickets.

Skills

Softphone (Zoom Phone, Avaya Workplace)

Video conferencing (Zoom Meetings/Webinars, Zoom Rooms)

Call Center (Verizon Contact Center)

Call Recording (NICE)

Turrets (Speakerbus)

Hoot and Holler (Speakerbus)

Avaya Platform (System and Session Manager, Avaya Aura Messaging)

Oracle session border controllers (SBC)

Ticket systems (ServiceNow)

VoIP implementation and support

SIP protocol

Video transport protocols H.320 and H.323

ISDN architecture and implementation

Basic cabling infrastructure

Troubleshooting

Technical documentation

Process improvement

Education

Bachelor’s in Computer and Information Science

Tools

Zoom

Avaya

ServiceNow

NICE

Speakerbus

Job description

System Administrator IV Voice and Communications

Location: New York, New York - United States

Time Type: Full time

Posted On: Posted 2 Days Ago

End Date: February 12, 2025 (2 days left to apply)

Job Requisition ID: R-0002185

Job Description

This position follows our resident work model and is expected to be in a Raymond James office location a minimum of 80% of the time, with certain roles requiring 100% in-office time.

Job Summary:

This is a support role where the associate will need experience primarily with turrets, hoot, and Zoom to support our 320 Park Ave trading floor. The associate will typically work out of a queue, working Incidents and Requests from 320 Park Ave, and various Home Office and branch environments. Analysts have extensive interaction with other departments in Technology, vendors, and branches/business units within the firm. Primary duties include break/fix of telephony systems, Zoom Rooms, and related equipment, move/add/change/reprogramming of phones, and support and user administration for Zoom, contact center and phone recording systems. Other duties include monitoring and responding to automated alerts and working Change Requests as needed. The associate must use their own judgment in many skills to take the best line of action when resolving an issue based on the user's needs.

Responsibilities:

• Performs break/fix and move/add/change work related to voice and video conferencing issues in the firm while following established guidelines but must also be able to use judgment and skills to take the best line of action.
• Consults with users to determine needs, make recommendations, and build solutions.
• Analyzes problems with voice and video conferencing services and systems to recommend and implement solutions.
• Tests solutions to ensure they meet firm standards and user requirements.
• Documents all new and modified processes, procedures, and solutions for support teams.
• Creates technical documentation and maintains currency and accuracy.
• Monitors and responds to automated alerts, incident and request tickets, and changes related to branch or home office voice and video conferencing systems.
• Provides support and user administration for voice and video conferencing systems.
• Provides maintenance and troubleshooting support, including patches, upgrades, and hardware.
• Provides support and training to users in the firm on the use of voice and video conferencing equipment and services.
• Leads vendor dispatch to remote locations for testing, repair, and troubleshooting equipment, circuits, and services.
• Contributes to automation and process improvement efforts for voice and video conferencing technologies.
• May lead small projects or support project work.
• Monitor and identify software defects and suggest corrections for approval by more senior colleagues to maintain fully functioning applications software.
• Provide initial fault isolation and propose resolution for approval by more senior colleagues to limit and address issues promptly.
• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
• Performs other duties and responsibilities as assigned.

Skills:

• Softphone (Zoom Phone, Avaya Workplace).
• Video conferencing (Zoom Meetings/Webinars, Zoom Rooms).
• Call Center (Verizon Contact Center).
• Call Recording (NICE).
• Turrets (Speakerbus).
• Hoot and Holler (Speakerbus).
• Avaya Platform (System and Session Manager, Avaya Aura Messaging).
• Oracle session border controllers (SBC).
• Ticket systems (ServiceNow).
• VoIP implementation and support, including IP Phone/trunks and IP networking.
• SIP protocol.
• Video transport protocols H.320 and H.323.
• ISDN architecture and implementation.
• Basic cabling infrastructure.
• Troubleshooting.
• Skill in application administration and support.
• Experience in creating and maintaining technical documentation.
• Experience contributing to process improvement efforts.
• Works without supervision and provides technical guidance when required on developing appropriate plans or performing necessary actions based on recommendations and requirements.
• Works without supervision and provides technical guidance when required on maintaining the security, integrity, compliance and continuity of IT systems and services.
• Works with guidance (but not constant supervision) to monitor, diagnose and fix technological problems.
• Works without supervision and provides technical guidance when required on creating relevant, lucid and effective reports.
• Works at an intermediate level to employ customer-oriented behaviors that help engineers connect with their customers in productive and efficient ways, creating positive, defining moments. Typically works with guidance.
• Works at an intermediate level to employ a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution. Typically works with guidance.

Education: Bachelor’s: Computer and Information Science

Work Experience: General Experience - 13 months to 3 years

Certifications:

Salary Range: $70,000.00-$150,000.00

Travel: Less than 25%

Workstyle: Resident

At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view.

We expect our associates at all levels to:

• Grow professionally and inspire others to do the same
• Work with and through others to achieve desired outcomes
• Make prompt, pragmatic choices and act with the client in mind
• Take ownership and hold themselves and others accountable for delivering results that matter
• Contribute to the continuous evolution of the firm

At Raymond James – as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.

About Raymond James

Raymond James is a diversified financial services company providing wealth management, capital markets, asset management, banking and other services to individuals, corporations and municipalities. Founded in 1962 in St. Petersburg, Florida, rather than on Wall Street, we have always embraced being a different kind of financial services firm. Today, Raymond James has locations and subsidiaries across the United States, Canada, the United Kingdom and Germany, and is listed on the New York Stock Exchange under the symbol RJF.

Join our Talent Network

Thanks for your interest in working with Raymond James. While we might not have the perfect role for you today, we'd love to keep in touch.

Our business is deeply focused on people and their financial well-being. We're committed to helping individuals, corporations and institutions achieve their goals, while also supporting successful professionals and helping our communities prosper. We believe doing well and doing good aren't mutually exclusive.

As an established but ever-evolving company, you can start – or continue – growing your career here. We invest in you with wide-ranging benefits and the support of leaders and colleagues who care. From development opportunities and enriching networking groups to prioritizing diversity, inclusion and the power of different perspectives, Raymond James is where good people grow.

Our people-first culture is outlined in our Culture Blueprint. Check it out to see why many choose to work at Raymond James – and why they stay.