1 of 1 Escalation Management Jobs in Leicestershire

support engineer works closely with resolver teams, contributes to knowledge sharing, and supports the stability and improvement of IT services. Key Responsibilities Incident & Request Management Take ownership of tickets escalated from 1st Line, ensuring thorough diagnosis and resolution within SLA. Troubleshoot more complex technical issues across hardware, software, networking … teams or external vendors for issue resolution. Provide detailed updates and maintain accurate records of actions taken in the ITSM tool. Hardware Support & Asset Management Diagnose and resolve hardware faults across end-user devices, network equipment, and peripherals. Perform physical repair, replacement, and testing of defective components. Maintain accurate ...