Realtime Communication & Collaboration; RC&C Support Engineer

Position: Realtime Communication & Collaboration (RC&C) Support Engineer (Permanent)
End Date

Sunday 19 January 2025

Salary Range

£33,982 - £35,770

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

This is a full time role based in Leeds.

Job Description

JOB TITLE:

Realtime Communication & Collaboration (RC&C) Support Engineer, Modern Workplace

SALARY: £33,982.00

LOCATION(S):
Leeds but occasionally may be required travel to other locations.

HOURS:

Full-time

WORKING PATTERN:
Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites. Travel to other locations to provide support capabilities may be required from time to time.

About this Opportunity

The RC&C role is pivotal to helping our colleagues communicate and collaborate online.

You'll provide expert guidance and support to ensure our colleagues maximise the use of online RC&C services and be there to support them when they experience issues.

Core purpose

The RC&C Support Engineer is a key position responsible for ensuring the range of RC&C services provided to our colleagues remain fully operational and are used effectively.

Collaborating with internal customers, colleagues, and partners you'll be proactive in your approach to ensuring these key resources achieve maximum utilisation and availability.

In this role you’ll need to have a thorough and broad knowledge of Microsoft Teams and other associated online meeting platforms/services and have a clear understanding of how these operate and are deployed to form key tools for our client base.

What you'll do

Provide on call support to service users across a range of online communication and collaboration platforms.

Provide reactive fault investigation/resolution of these platforms/services

Monitor Service Now incidents raised by colleagues and investigate and manage these until fault closure.

You’ll communicate and collaborate with internal colleagues and external suppliers to resolve any issues to get services operational again asap.

Provide on the day support/guidance to internal customers using our range RC&C platforms/services.

Provide and deliver proactive user adoption training to internal customers by delivering adhoc and pre-arranged training courses including drop in, lunch and learn and 1:1 sessions.

Provide guidance and support to engineering colleagues to ensure support and user documentation is up to date and maintained.

Support engineering colleagues, Product Owner and Engineering Lead with other related engineering tasks such as implementing change requests, software updates, testing/evaluation of new solutions and services.

Provide support to colleagues across the business where hardware devices interact with RC&C platforms/services, such as Microsoft Teams Rooms.

Working in partnership with engineering colleagues you'll help liaise with internal partners such as networks, compliance, risk, security etc to ensure proposed system designs meet the appropriate compliance requirements, Standards and Policies.

Why Lloyds Banking Group

Like the modern Britain we serve, we’re evolving. Investing billions in our people, data and tech to transform the way we meet the ever-changing needs of our 26 million customers. We’re growing with purpose. Join us on our journey and you will too…

What you’ll need

Ability to interact with technical and nontechnical colleagues and partners to successfully identify problems.

Ability to think creatively as well as methodically regarding technical problems and help diagnose issues.

Be self-motivated and accountable in a fast-pace, independent environment.

Have a good working knowledge of Microsoft Teams platform/services and other related online meeting/webinar tools.

Ability to create and maintain detailed documentation and user guides.

Familiarity with remote management / monitoring solutions would be advantageous.

Maintain up to date knowledge of relevant industry standard platform/services.

Strong interpersonal and customer centric skills

Ability to coordinate and manage multiple tasks and meetings.

Ability to work independently and as part of a wider team.

Excellent written and oral communications skills

And any experience of these would be really useful

Microsoft Teams Administration…