Realtime Communication & Collaboration (RC&C) Support Engineer

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 ServiceNow 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.
  
  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 certification
• Relevant industry specific training
• Relevant technical transferable skills or experience.
  
  At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.
We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we're building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.


• 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., Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.
We want our people to feel that they belong and can be their best, regardless of background, identity or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it's why we especially welcome applications from under-represented groups. We're disability confident. So if you'd like reasonable adjustments to be made to our recruitment processes, just let us know. We also offer a wide-ranging benefits package, which includes
• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 24 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies
Ready for a career where you can have a positive impact as you learn, grow and thrive?