Real Time Messaging Support Analyst - Pontoon : Job Details

Role: Real Time Messaging Support Analyst

Location: Bromley, Chester or Camberley, 2 days per week on site required

Duration: 12-month contract

Rate: £400.00 - £450.00

Are you an expert in unified communications looking to take the next step in your career? This is a fantastic opportunity to join a world-leading financial services organisation, renowned for its cutting-edge technology, global reach, and commitment to innovation. You'll be part of a collaborative team working on major transformation projects, including the migration from Skype for Business to Microsoft Teams, in a dynamic, high-performance environment.

The Role

As a Collaboration Operations Support Analyst, you will be responsible for the day-to-day operations, support, and optimisation of a complex Unified Communications environment. This includes managing high-priority incidents, deploying infrastructure changes, and ensuring the smooth running of collaboration tools. You'll play a key role in a major transition project while maintaining stability and compliance across critical platforms.

Key Responsibilities:

• Manage, maintain, and support Unified Communications platforms, including Skype for Business (on-premises), Microsoft Teams, Mattermost (Linux-based), and Symphony.
• Troubleshoot and resolve critical escalations, acting as a 3rd line subject matter expert.
• Deliver production changes, infrastructure deployments, and proactive service improvements.
• Support monitoring, performance optimisation, and capacity planning using tools such as Splunk, SCOM, and SiteScope.
• Collaborate with architecture and engineering teams on solution design, testing, and implementation.
• Apply ITIL-aligned incident, problem, and change management processes.
• Participate in on-call rota (including nights and weekends).

Skills & Experience Required:

• Strong experience with Microsoft Lync/Skype for Business (on-premises) and Microsoft Teams.
• Strong experience with Mattermost (Linux-based) and Symphony.
• Strong Linux and PowerShell scripting skills.
• Knowledge of Smarsh (vendor) and Vantage (archiving/scanning tool) is highly desirable.
• Strong understanding of server-based platforms, Active Directory, SQL databases, networking, and voice technologies.
• Experience with Splunk and other monitoring tools.
• Proven troubleshooting and problem-solving skills in high-pressure environments.
• Excellent communication skills with the ability to work across technical and business teams.
• ITIL knowledge/certification advantageous.

Why Apply?

You'll be joining an organisation where technology is central to its strategy, offering exposure to large-scale transformation projects and the latest collaboration tools. In return, you'll benefit from a supportive team environment, competitive compensation, and the chance to make a tangible impact on global operations.

Candidates will ideally show evidence of the above in their CV to be considered please click the "apply" button.

Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.