Job Openings XTN-BA58656 | CUSTOMER TECHNICAL LEAD (L3)

About the job XTN-BA58656 | CUSTOMER TECHNICAL LEAD (L3)

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.

The main responsibilities of a Customer Technical Lead (L3) include:

  • 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
 


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