Job Description

• Overview
  
  LSEG Customer Operations is searching for a highly motivated person to fill a Technical Support position. The team is currently made up of highly skilled, energetic individuals that possess strong analytical, technical, and customer service expertise. We work in the fast-paced environment of Market Data where our customers expect timely and accurate resolutions. We are looking for individuals that exude ownership and follow through on commitments to our customers. The qualified candidate will be expected to adapt quickly and should have a strong desire to learn.
  
  Role Purpose:
  • Provide specialist technical support for complex issues affecting LSEG products to customers, internal stakeholders, and 3rd party engineers.
  • Proactively monitor client site devices and comms. Remotely resolve issues or using our 3rd party partners. Look for trends and implement preventative measures.
  • Leverage innovative technologies to ensure globally-consistent support tasks.

Major Responsibilities / Accountabilities:

• Provide monitoring service of LSEG managed servers and devices at the customer site.
• Provide specialized technical support for LSEG products.
• Record all customer queries, interactions, and investigation progress in the CRM tools provided (Salesforce).
• Keep clients updated throughout case life-cycle.
• Follow all policies and procedures for managing and escalating customer issues to reduce resolution times.
• Interface with product support and development groups.
• Work with 3rd party service providers.
• Perform break-fix activities affecting customer sites remotely and arrange for on-site dispatches when required using global consistent methodologies and tools.
• Provide expert technical support for problem resolution, including reproduction of customer issues.
• Provide high-quality technical advice to internal stakeholders and 3rd party engineers.
• Maintain awareness of relevant technical and product trends through self-learning/study, training classes, and job shadowing.
• Maintain client-site documentation.
• Escalate major, elusive, and recurrent issues that are impacting clients.
• Able to work in US shift (start at 15:00GMT), EMEA shift (starts at 7:00GMT), APAC shift (starts at 23:00GMT) or other shift patterns as required.
• Able to work weekend.
• May be required to work as part of the project implementation team to integrate LSEG’s products at the customer site.
• May be required to deliver technology or product training to customers.

LSEG provides professionals with the intelligence, technology and human expertise they need to find trusted answers. We enable professionals in the financial and risk, legal, tax and accounting, and media markets to make the decisions that matter most, all powered by the world's most trusted news organization.
Qualifications
Technical/Professional Skills & Competencies:

• English fluency required
• Excellent technical knowledge of Cisco, Juniper, Linux (preferably CCNA/Linux or similar qualifications).
• Incident Management, analytical, troubleshooting and ticket management skills. Logical thinker/problem solver who is self-motivated and a strong contributor within a team.
• Introductory knowledge of TCP/IP, UDP, Multi-Cast, BGP, QoS, VLAN, VPN, MPLS, SSL, iGRP, OSP, IGMP, EIGRP, and IP routing protocols
• Compass Open Stack, Elastic Search, Kibana, Grafana, or other tools is a plus
• Ability to communicate effectively both verbally and in writing with customers and colleagues at all levels of technical and non-technical skill sets.
• Experience in a customer service environment and having outstanding Customer Service skills.
• Ability to work with virtual teams to successfully deliver projects or resolutions to escalations.
• Good understanding of project management principles.
• Basic level knowledge of financial markets.
• Independent worker with excellent time management and escalation skills.
• Demonstrates can-do attitude in challenging situations.

At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise – and our purpose. You’ll be part of an organisation of over 25,000 people, spanning 70 countries. We recognise the individual perspectives each of our colleagues brings, and our diverse workforce is one of our greatest strengths. In supporting collaboration and creativity and encouraging new ideas across a diverse and inclusive workforce, we can improve how we are driving financial stability, empowering economies and enabling customers to create sustainable growth.
LSEG offers a range of tailored benefits and support from healthcare and retirement planning to paid volunteering days and wellbeing initiatives.
We are an equal opportunities employer. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
Please take a moment to read this
privacy notice carefully, as it describes what personal information the 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.
At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose – driving financial stability, empowering economies and enabling customers to create sustainable growth – in everything we do.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 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 any 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.