About the role
The Customer Technical Lead role is a hands on role responsible for resolving incidents as well as managing the daily activities of a customer. You will become part of the Service Desk and support operations providing excellent technical support to our customers within our 24/7 operations team. You will join the OOH on-call rota supporting your colleagues. Responsibilities will include:
- Oversee and review the lifecycle of service desk tickets to ensure they are being handled efficiently, effectively from inception to resolution – providing feedback where necessary.
- Look into incident trends to identify opportunities to resolve root cause problems and/or process improvements to prevent recurring issues.
- Act as a technical escalation point for service desk engineers.
- Defining and tracking performance and training objectives, aiding with performance assessments and providing invaluable guidance to elevate the team’s capabilities.
- Lead the IT Service Desk team members to follow standard operating procedures for the customer (Incident/Major Incident/Security Incident/Problem/Change/Knowledge).
- Ensure the IT Service Desk team provides timely and accurate technical support to end-users via various channels (phone, service desk email, or in-person).
- Organise IT Service Desk team members for both scheduled and ad-hoc site visits.
- Work with third parties to ensure remote desktop support is scheduled and meets Bedroq standards.
- Lead weekly ticket reviews as well as monthly service reviews with the customers main IT contacts.
- Produce regular reports on service desk performance metrics, such as response times, ticket volumes, and customer satisfaction ratings.
- Analyse data to identify trends, areas of improvement and assist in implementing strategies to enhance team efficiency and effectiveness.
Required skills
- 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.
Advantageous skills
- 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.
About you
- You will have 4+ years’ experience working in technical support, preferably as a 3rd line technical support engineer.
- You will have 1+ years’ experience working as a supervisor or team leader.
- You may have industry recognised certifications (i.e. ITIL, Microsoft, Apple, Citrix), this is not essential, but advantageous.
- You will have demonstrable experience in maintaining and managing technical solutions to organisations with 100+ users.
- You will have experience with technology migration projects.
- You will have an excellent attention to detail with excellent documentation skills.
- You have experience operating in virtual team environments.
- You’re open to new ideas and have a positive outlook.
- You’re able to think logically, have good problem-solving skills and able to work under pressure.
- You’re passionate about IT and delivering exceptional customer service.
What we offer
- 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.