4 of 4 SLA Jobs in Solihull

accurate technical documentation and incident records. Participating in major incident response and structured 24/7 shift handovers. Delivering excellent customer service while maintaining SLA performance. Essential Skills Previous experience in a 2nd Line Network Support, Connectivity Engineer, NOC Engineer or Service Desk role. Strong troubleshooting and incident management skills. ...

contracted customers Triaging incidents and service requests that are logged by all customers, either by phone, email, live chat or portal Ensuring all SLA obligations are met in delivery of above services Recommendations of relevant improvements, new technical procedures, products or services to line management CANDIDATE REQUIREMENTS Independent skills Team ...

lead one of our 24/7 support teams, managing a group of IT and Network Engineers while ensuring exceptional customer service and SLA performance. This is an ideal opportunity for someone with an MSP background who enjoys developing people, driving service excellence, and remaining technically involved when required. … continuous improvement across the service desk. Key Responsibilities Leading and managing a team of IT, Network, and Voice Engineers. Monitoring ticket queues and ensuring SLA and KPI targets are achieved. Managing escalations and supporting the resolution of complex technical issues. Communicating with customers and attending remote meetings when required. Coaching ...

fixes for customer incidents, escalating when necessary Customer care - working closely with clients via phone and email, keeping them updated at all stages SLA management - prioritising and managing tickets to meet contractual service levels Documentation - maintaining accurate, up-to-date records in the Help Desk System, including client infrastructure details … troubleshooting steps Collaboration - liaising with 3rd party suppliers to resolve hardware, software and connectivity issues, ensuring SLA targets are met Continuous improvement - contributing to knowledge sharing within the team by updating documentation and supporting colleagues with complex issues What we're looking for Proven technical experience in networking and security ...