MS Teams Telephony Support Lead

Role DescriptionThe MS Teams Telephony Support lead will provide team leader functions for the 24x7 Level 1and 2 support team for LSEG voice and video services. This role involves working alongside existing onsite resources to support meeting rooms and event spaces, as well as being the first point of escalation for voice and video issues.Key ResponsibilitiesTeam Management and shift rota creationProvide timely and effective Level 1 and 2 support for MS Teams telephony and AV issues.Support meeting room and event space technology, ensuring high availability and performance.Act as the first point of escalation for voice and video issues.Maintain up-to-date knowledge of MS Teams features and best practices for telephony and AV support.Candidate Profile / Key SkillsEssentialExperience in supporting MS Teams Telephony solutions, and management of the platform.Experience of managing teamsKnowledge of MS TeamsStrong understanding of IT support processes and escalation procedures.Knowledge of administering and maintaining MS teams room conferencing devices, specifically Poly (HP) devices.Excellent problem-solving skills and the ability to work under pressure.Good communication and collaboration skills.Willingness to work flexible hours to provide 24x7 support.Perform thorough root cause analysis, best practice troubleshooting techniques and processes, and procedures as defined by hardware/software vendors and personal experience.Proactively review monitoring systems, take action on alerts, and review/revise thresholds/alerts to ensure infrastructure stability.dentify, document, publish and uphold systems policies, strategies, standards, procedures, checklists, agreements, diagrams, inventory, etcNice to HaveExperience working with SIP communications, working with SIP providers, and troubleshooting such issuesKnowledge of troubleshooting/administering SBC’sMS teams call recording application experienceExperience in creating IVR solutionsExperience of administering O365Microsoft Certifications (O365, Teams, Teams Voice)Key BehavioursExcellent listening and questioning skills combined with the ability to interact confidently with clients to establish what the problem is and explain the solutionCan do attitudeCustomer focusedLSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject.If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.