Workflows Technical - Customer Support Specialist

Technical Specialist | GG11

Job Summary:

We are seeking a highly skilled Technical Specialist to join our team. This role involves providing technical expertise, troubleshooting sophisticated issues, optimizing systems, and leading technical projects. The ideal candidate must have deep knowledge of networking, windows operating system, cloud computing and the ability to guide and mentor junior team members.

Purpose:

Supplies best practice consultative customer service to clients in understanding, extracting and accurately using LSEG and third-party data, including training, client meetings, documentation, sophisticated troubleshooting, articulation of financial content and product capabilities, and coding assistance for the customer's workflow integration or financial research project.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Works independently to address sophisticated client queries and resolve where precedent may not exist. May train more junior staff
• Provides direct niche customer service support to analysts, researchers, data scientists, developers and various users at corporate and institutional accounts serving their business strategy needs through consultation and advising on content and product capabilities
• Provides second level support for problem resolution including troubleshooting, research, code scripts, and answering client inquiries on content and delivery platform.
• Coordinates with internal and external parties, including vendors, content, developers and product managers to resolution
• Has a solid grasp of the business area and products being supported and how they relate to a client's informative needs
• Uses voice of the customer to improve products and services or processes. Is an active contributor to product release rollouts and upgrades programs
• Proactively engages and is engaged by Sales Account Team on relevant upsell and incident issues
• Utilizes experience and relationship leadership skills to work on some dedicated accounts
• Works on projects within a broader project or has accountability for ongoing activities.

Required Qualifications:

• 3 years of experience in technical support or IT infrastructure.
• Proficiency in Windows Operating Systems, Networking, Firewall, DNS, Proxy Server, HTTP & Websocket Protocols.
• Strong analytical, problem-solving, and troubleshooting skills.
• Superb communication and leadership abilities.

Preferred Qualifications:

Proficiency on below 3rd party tools:

Wireshark

• Understanding of Network Protocols – Proficiency in TCP/IP, HTTP, DNS, DHCP, and other common protocols.
• Packet Analysis – Ability to capture and interpret network traffic.
• Filtering & Troubleshooting – Crafting complex filters to isolate specific traffic patterns.
• Security & Forensics – Using Wireshark for intrusion detection and malware analysis.
• Performance Monitoring – Identifying latency issues and bandwidth usage.

DevTools

• HTML, CSS, JavaScript Proficiency – Understanding web technologies for debugging and performance optimization.
• Network Analysis – Monitoring API requests, page load times, and server responses.
• JavaScript Debugging – Setting breakpoints, stepping through execution, and resolving runtime errors.
• Performance Profiling – Evaluating rendering times, memory usage, and responsiveness.
• Storage & Cookies Management – Inspecting local storage, session storage, and browser cookies.

Process Monitor

• Windows Internals Knowledge – Understanding system processes, registry operations, and file I/O.
• Event Filtering – Configuring filters to supervise specific system activity.
• Troubleshooting & Diagnostics – Identifying performance bottlenecks, application failures, and unexpected behaviors.
• Log Interpretation – Parsing detailed logs to analyze system health and performance.

Career Stage:

London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

LSEG 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.

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.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

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.