LexisNexis Legal & Professional () is a leading global provider of content and technology solutions that enable professionals in legal, corporate, tax, government, academic and non-profit organizations to make informed decisions and achieve better business outcomes.
As a digital pioneer, the company was the first to bring legal and business information online with its Lexis and Nexis services.
Today, LexisNexis Legal & Professional harnesses leading-edge technology and world-class content, to help professionals work in faster, easier and more effective ways.
Through close collaboration with its customers, the company ensures organizations can leverage its solutions to reduce risk, improve productivity, increase profitability and grow their business.
Part of RELX Group plc, LexisNexis Legal & Professional serves customers in more than 100 countries with 10,000 employees worldwide.
Engineering support for Lync and Skype for Business (SFB)
Deployment of new technology and upgrades as required Level 3 product support for technologies supported by the team
Assistance with project scoping and network design
Execute project work related to the Windows Exchange, Lync, and Skype for Business support area during service interruptions with minimal supervision.
Perform routine system administration and maintenance on local or remote locations with no impact to the business
Maintain documentation for Lync, Skype for Business, and Multimedia applications
Proactively analyze, troubleshoot and resolve Lync and SFB issues
Work with the RELX Network Infrastructure team members on strategies and implementation plans for new initiatives and / or to resolve problem as they relate to Lync and SFB
Resolve open Service Desk tickets that relate to Voice services, specifically Lync and Skype for Business and verify all issues were properly resolved and documented
Support project teams with Lync EV deployments in the Asia Pac region as technical leads. Provide status and tracking to project managers for visibility in Visual Studio Team Services.
Support Lync video conference and Webex white glove meetings for Asia Pacific
Attend Daily Stand-up calls for Incidents and Service Requests and ensure Oversight and Operations management have visibility to current ticket updates.
Manage tickets according to department priorities.
Manage vendor escalations and raise trouble tickets with key service providers (Microsoft, Polycom, Clariti)
Participate in staff meetings and one-on-ones with UC Operations Management.
Participate in Multimedia daily huddle meetings
Required Skills :
Ability to work with technical and non-technical project stakeholders including Clients, Business Partners, Network Engineers and Business Development team
Strong understanding of performance testing methodologies and evaluation techniques
5+ years experience designing, implementing and troubleshooting telephony, desktop, and LAN / WAN environment
Minimum 1 year experience with Lync / Skype for Business
Minimum 1 year experience with Multimedia support (Lync video conferencing, Polycom, Clariti)
Good communication with strong verbal and written communication skills.
Experience working with global virtual teams
Ability to work as a self-starter and to follow standards and procedures
Willingness to be on call and to work long hours if necessary, but not frequently, in case of serious network malfunction or projects. (move)
Bachelor degree in Computer Science strongly preferred or equivalent level of experience
Multiple language fluency is a differentiator
Strong customer service orientation
Understanding how to support the business video conferencing needs and requirements