The role of the Customer Technical Lead is to act as a technical specialist for the customer base. The primary objective is to delight our customers with efficient, timely and well-communicated support for break-fix issues or service and work requests. This will primarily be achieved via ticket escalations from Service Desk Engineers but may also be in a fix-on-first-contact scenario.

Throughout the support lifecycle of any ticket raised, you will remain the single point of contact with the customer, maintaining ownership of the original fault and acting as the main point of contact between the customer and provide timely updates ensuring the fault or service request is given the correct priority and attention.

This role will support the full range of Bedroq services as well as assisting and managing IT issues that are not within the Bedroq range of services. Acting as the customer IT engineer to always put their best interests first.

This individual is expected to spend a significant amount of time working directly with clients via telephone/email support. The individual will be expected to bring operational experience, working independently and un-supervised.

BYOD (Bring Your Own Device) policy with an allowance of up to £2000 per employee, refreshed every 3 years.
Company Offsites – at least two, all-expenses paid trip with an overnight stay. A great opportunity to get together with colleagues.
Personal development training budget of £500 per year.
Employee referral scheme – up to £2,500 for finding a new recruit that passes probation.

Maintain a CSAT score of 8+ for RRE – “Do not aim for meeting SLA – aim for delighting our customers.”
Reduce escalations into the Engineering team by resolving 2/3 line engineer issues within the Service Desk team.
Ensure that no phone calls from RRE are missed – answer the phone and work with the service desk to capture all calls.
Ensure 1st line team completes 100% of new user requests on time, preventing IT issues for end users on their first day or week.
Train (and document) the first line team to manage an increasing number of RRE tickets each month.
Act as a technical escalation point for service desk colleagues to help resolve tickets the same day (preferably within the same hour).
Log tickets for customers and follow the Incident Management process every time – “if it’s not in the ticket, it didn’t happen.”
- Open and resolve L1, L2 & L3 incidents and problems.
- Handle incoming faults professionally and courteously over the phone, via email, and MS Teams.
- Accurately create tickets with correct details, including title, priority, category, time logged, status, updates, resolution, and peripheral requirements like configuration items.
- Keep customers routinely updated on ticket progress to avoid them having to follow up with Bedroq.
- “Handover” tickets to late or weekend colleagues to ensure quick issue resolution.
- “Escalate” tickets to colleagues promptly in line with escalation procedures.
- Ensure no more than 2% of RRE tickets are reopened each month.
Maintain ticket queue so all tickets include daily updates and no tickets are older than 2 weeks.
- Work with colleagues to ensure RRE doesn’t have tickets older than 2 weeks.
Log all changes in accordance with the change management process for fault fixes or work requests.
Major Incidents and Security Incidents:
- Help identify security or major incidents, and initiate the required processes as needed.
- Act as the primary contact between Bedroq and RRE – update the customer every 30 minutes.
Monitoring and Alerting:
- Respond to monitoring alerts immediately and work with the service desk to resolve incidents quickly.
- Analyze alerts to prevent recurrence and update the monitoring knowledge base for future issues.
- Proactively check RRE devices for correct monitoring settings.
- Ensure all RRE devices are included in the monitoring system with appropriate alert thresholds.
- Enhance visibility of potential issues by turning on additional monitoring features.
- Review alerts to identify and resolve potential problems before they affect the customer.
Problem Management:
- Identify problem issues, escalate, create KB articles, and use monitoring to prevent future incidents. Train colleagues to link incidents to problem tickets.
- Address recurring tickets and apply solutions to prevent recurrence.
Identify, manage, and perform routine tasks and maintenance (e.g., proactive server reboots) and apply automation to eliminate manual processes.
Conduct weekly ticket reviews and monthly service reviews with the customer:
- Create reports for both meetings.
- Chair and conduct meetings.
- Include outstanding problems and resolution plans.
- Include vulnerability management progress.
Manage and maintain all licensing and certificates:
- Ensure RRE does not experience service outages due to expired licenses or certificates.
- Maintain accurate license levels to avoid overpayment for unused licenses in O365 and other software/hardware.
Patching & Vulnerability Management:
- Ensure all devices are scanned and routinely patched, including servers, workstations, and hardware.
- Ensure no hardware is left unpatched for more than 6 months.
- Produce vulnerability reports demonstrating remediation progress.
- Create reports to identify and fix any patch failures.
Consider Information Security as part of the incident and security management process to maintain the confidentiality, integrity, and availability of IT assets.
- Ensure compliance with all ISO27001 policies and procedures for yourself and service desk colleague

Experience working as a senior service desk engineer, supervisor or team leader role.
Experience managing and working with SLA’s & KPI’s.
Experience managing customers and maintaining high CSAT score.
Experience with providing weekly/monthly reports on performance.
Excellent verbal and written communication skills.
Proven experience working within the ITIL framework.
Microsoft 365 (Windows 10, Office 365 & EM + S).
Windows Server 2016/2019/2022.
Microsoft Azure (AD & MFA – deployment and support).
Hands on experience of supporting Operational activities & troubleshooting in all area of Windows/VMWare, Storage and Backup infrastructure.
Citrix Technologies.
Technical proficiency in server and storage hardware and software.
Proactive management and monitoring & troubleshooting operational issues.
Good understanding of networking, including experience working with IPv4 and IPv6.

VMware Technologies - VMware vSphere (ESX, vCenter).
Cloud networking technologies (Vmware NSX-T, Azure, AWS etc).
Scripting Languages (Python, Powershell etc).
Experience supporting a SIP/VOIP telephony system.
Apple Mac OS Software and Hardware support.

XTN-F306399 | CUSTOMER TECHNICAL LEAD (L3)

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