9 of 9 SLA Jobs in Surrey

smarter, not harder. Key Responsibilities Lead the day-to-day operations of the service desk, ensuring tickets are effectively triaged, assigned and resolved within SLA Act as the senior escalation point for complex technical issues across client environments Mentor and develop junior analysts through coaching, training and regular ...

aligned, customer-centric solutions Comfortable owning conversations with stakeholders and leading the solution narrative Desirable: Vendor certifications (Microsoft - desirable) Experience working within MSP environments & SLA-driven services Background in consultancy or project delivery Why Join? You’ll be joining a forward-thinking, high-growth technology business that invests ...

customer service and support for dedicated key accounts. Due to the nature of the Support Services business many of theses areas are subject to SLA’s, key performance indicators and balanced scorecard assessments. Developing and sustaining excellent customer relations whilst ensuring the commercial impact of accounts are upheld ...

Cisco routers and switches Fortinet Fortigate firewalls (FortiManager/FortiAnalyzer) WAN, LAN, VPN and satellite network environments BGP, OSPF, IPSEC, QoS and IP SLA VoIP networking environments Linux-based systems Additional technologies that may be encountered include MPLS, 802.1x, multicast, containerisation and automation tools. What We ́ll Expect: Experience designing ...

Microsoft 365, Entra ID, and Intune administration Assist with onsite support visits and project work when required Maintain and update knowledge base documentation Ensure SLA targets and service quality standards are met Identify and escalate potential security incidents Technical Environment Windows Desktop & Windows Server Microsoft 365 Microsoft Entra ID Microsoft … experience in IT Service Desk/IT Support role Strong Microsoft 365 support experience Experience with device troubleshooting and endpoint support Confident working within SLA-driven ticketing environments Strong communication and customer service skills Logical, structured troubleshooting approach Comfortable working independently in a remote environment Motivated to build a long ...

management, incident response, and audit readiness. Supplier & Stakeholder Management Act as the primary technical authority with network service providers and hardware vendors, accountable for SLA adherence, capacity planning, and service improvement. Coordinate change windows, communications, and post-change validation with business and IT stakeholders. Documentation & Governance Owner of network documentation … changes in high-availability, mission-critical environments with minimal downtime. Experience collaborating with third-party vendors and suppliers to deliver critical services and oversee SLA compliance. KNOWLEDGE AND EXPERTISE Routing & Switching: Expert knowledge of BGP, static routing, route redistribution. VLANs, trunking, STP variants, LACP/EtherChannel. Cloud & Modern IT: Significant ...

Processors, and Contract Administration teams Drive a high-performance culture focused on customer service, operational efficiency, and service quality Manage resource planning to maintain SLA performance and operational consistency Oversee real-time allocation of Fire & Security engineers to reactive service works Ensure emergency and critical system faults are prioritised effectively … proactive customer engagement Handle escalated service issues and high-profile customer concerns professionally Oversee accurate sales order processing and contract administration Ensure contract information, SLA details, asset data, and pricing are maintained accurately Own and manage KPIs including SLA adherence, retention, WIP, dispatch efficiency, and PPM completion Identify and implement ...

metric definitions, calculation methodologies, aggregation rules, and data governance documentation. Drive consistency across markets and operational teams. Operational Performance Analysis Analyse delivery performance including SLA adherence, throughput, backlog trends, ticket ageing, and operational efficiency. Conduct root-cause analysis and identify performance improvement opportunities. Provide clear recommendations and risk assessments … market, digital, e-commerce, or operational delivery environments. Understanding of AI-enabled reporting, automation, and analytics solutions. Experience working with service operations, ticket management, SLA reporting, or governance frameworks. What Success Looks Like Trusted, accurate, and scalable performance reporting frameworks. Consistent KPI definitions and reporting standards across teams and markets. ...

range of technologies, including: Fortinet Fortigate (FortiManager/FortiAnalyzer) Cisco routers (29xx, 83xx, 4xxx – IOS-XE) Cisco switches (29xx, 93xx) Linux, crypto, VPN, IP SLA, BGP, OSPF, IPSEC, VOIP QoS Cross-team & Customer Support Analysing logs to identify trends and propose improvements. Supporting both internal colleagues and external customers. Producing … SLA reports and making recommendations based on performance insights. Acting as an escalation point for complex network support issues. Participating in a weekend/out-of-hours emergency support rota. What we’re looking for Essential Skills & Experience Minimum FCSS/FCP and/or CCNA/CCNP or equivalent. ...