Customer Technical Lead III

2 weeks ago


Manila, National Capital Region, Philippines KMC Solutions Full time

Customer Technical Lead - We seek a highly skilled and experienced technical professional to act as the main point of contact for customers, providing timely and well-communicated support for break-fix issues and service requests. The ideal candidate will have expertise in ITIL, Microsoft 365, Windows Server, Azure, and Citrix Technologies, with a strong background in server and storage hardware and software, as well as proactive management and monitoring of operational issues. They will be responsible for maintaining a CSAT score of 8+, reducing escalations, and ensuring that no phone calls are missed. Additionally, they will be expected to train and document the first line team, handle incoming faults professionally, and accurately create tickets with correct details. They will also be responsible for keeping customers updated on ticket progress, maintaining accurate license levels, and ensuring compliance with ISO27001 policies and procedures. The successful candidate will have excellent verbal and written communication skills, and a proven track record of managing customers and maintaining high CSAT scores. They will be a technical escalation point for service desk colleagues, and will be responsible for identifying and resolving problem issues, creating KB articles, and using monitoring to prevent future incidents. They will also conduct weekly ticket reviews and monthly service reviews with the customer, and manage and maintain all licensing and certificates. The role will require strong technical proficiency in server and storage hardware and software, as well as a good understanding of networking, including experience working with IPv4 and IPv6. The ideal candidate will be a proactive and self-motivated individual who is able to work independently and unsupervised.


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