2 of 2 Ticket Management Jobs in Derbyshire

related to hardware, software, network connectivity, and application services to a wide variety of external customers. Manage and own incident tickets via our Autotask ticket management system, providing customer updates to agreed timeframes. Resolve incidents to stringent customer-defined SLAs, escalating tickets where required to ensure SLAs are … first-time fix resolution times. Communicate clearly, effectively, and in a timely manner with all customers. Create and maintain accurate documentation within the centralized management database. Provide any on-site support to resolve customer service outages as required to meet SLAs. Continue to develop technical knowledge and skillset through More ❯

of network upgrades, migrations, and integration projects. Guide and mentor 1st/2nd line engineers, sharing knowledge and promoting best practices. Support firewall rule management, network segmentation, and security policy enforcement. Participate in the on-call support rota (additional allowance provided). Maintain high-quality documentation and ensure effective … incident/ticket management. What will you bring? Strong hands-on experience with Cisco, Juniper, Fortinet, Meraki technologies. Deep knowledge of routing, switching, firewalls, and security protocols. Excellent troubleshooting skills and ability to work under pressure. Clear understanding of core protocols (BGP, OSPF, IPsec, NAT, VLANs, QoS). Comfortable More ❯