Job Description:

The Voice & Video team is seeking an experienced systems engineer to join our team as part of the Voice Services Squad. The role will specialize in providing trade floor support in our Merrimack, NH office. The systems engineer will be expected to be onsite (when safe to do so) and to provide support remotely for our BT trading turret platform. The associate will be responsible for providing timely and top-notch level 1 and level 2 support for our stock trading teams.

The Expertise and Skills You Bring

At least 5 years of application support experience

Experience in providing front office trading applications is preferred

Experience with working in a trading room setup is preferred

Experience with a backend PBX system with Cisco CUCM preferred

A solid understanding of BT IP Trade platform is preferred, on-the-job training is available

Experience with windows 10 support

Provide Level 1 and Level 2 technical support for BT IP Trade platform

Provide support remotely for our US and International BT trading turret platforms

Open ServiceNow tickets and open BT tickets to engage BT Center of Excellence for L3 support

Once tickets have been completed, update and close tickets in a timely manner

Coordinate BT Trade platform moves, adds and changes as requested

Utilize diagnostic tools to identify BT IP Trade system faults and upload required Debug & Sys Logs to tickets for further investigation and support from the COE

Perform BT Trade Daily Health Check; document, identify and address any outstanding alarms

Test integrations such as TV, audio, Hoots, and touchscreen

Test Internal, External, and Inbound calling

Maintain turret inventory; RMA’s process for the return of faulty or damaged equipment and spares holding

Update and maintain system documentation as required

Provide support (Remote/On-Site) during scheduled Power Downs/Up, business continuity testing as per Customer request

Contribute to application and infrastructure changes and upgrades

Liaise with private wire providers (FlexiNet, IPC, ETC…) for line trouble shooting and installation.

Support Voice Recording and CUCM systems

Great customer service and strong communication skills

The Value You Deliver

As a member of the Enterprise Infrastructure – AIT organization, you will play a critical role in ideating, supporting, and implementing Voice Services projects and initiatives end-to-end.

As a part of this team, you will help develop and deliver vision, strategy, and roadmap for the BT Trade system and other Voice Services

You will have the opportunity to use your skills and knowledge to contribute to the team's success as well as contribute to new projects within the Voice & Video space

Learn new skills and contribute to projects within the following platforms: Zoom conferencing, Zoom phone, Zoom rooms, streaming video/tv technologies, and multimedia displays

Present reports and findings to senior level technical and non-technical audiences

Proactively identify business opportunities and solutions

Research cutting-edge techniques, industry best practices, tools, and systems

A passion to learn, with on-the-job training to help learn any technologies that aren’t understood

Certifications:

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money.

Join Us

At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees’ Choice Award(opens in a new tab), we have been recognized by our employees as a Best Place to Work in 2022. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.

As a result of COVID-19, many of our associates are continuing to work remotely. When Fidelity employees eventually return to the office, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we’re calling “Dynamic Working(opens in a new tab).” 

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Leave of Absence/Accommodation Team by sending an email to accommodations @fmr.com, or by calling 800-835-5099, prompt 2, option 2.