2 of 2 Escalation Management Jobs in the Midlands

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 ...

acceptance and satisfaction. Deliver on-site and remote installations, ensuring minimal disruption to client operations. Provide post-installation support, including troubleshooting, issue resolution, and escalation management. Maintain accurate project documentation, update CRM and ticketing systems, and ensure thorough handover to support teams. Stay up to date with emerging Unified … equivalent experience. Microsoft certifications (Teams, Teams Voice) essential; Gamma Horizon certification or equivalent experience highly desirable. Prince2 Foundation/Practitioner or other project management qualifications desirable. Strong understanding of Unified Communications technologies and principles. Hands-on experience with Microsoft Business Voice and ideally, Gamma Horizon solutions. Proficiency in Microsoft ...