576 to 600 of 694 Permanent SLA Jobs

reported by our users and achieving first time fix where possible. This will involve escalating and liaising with other business units in order to resolve issues within the defined SLA, acting as a central point of contact between our users and IT Services, the management of incidents and service requests, receiving and recording all calls from our users within our … ticket management tool, providing initial assessment of all tickets, attempting first time resolution and/or escalation, monitoring and escalating tickets according to our SLA's and keeping users informed on status and progress of their tickets. This is an Azure Cloud Support Level 3 Apprenticeship whereby the successful candidate will complete up to 13 months practical work and … service desk mailbox and unassigned queue when assigned the task to ensure that emails and requests are actioned and responded to in a timely manner and adhere to any SLA’s set Call/chat handling for all inbound customer contact to support new and existing ticket requests Assist in creating new or updating existing documentation Log all tickets and More ❯

in South Sheffield, who is seeking an experienced 2nd Line Support Technician to join their growing technical team. This is an excellent opportunity for someone with solid MSP or SLA-based service desk experience to develop their career within a supportive and technically varied environment. Key Responsibilities: Provide 2nd line technical support to clients across a range of industries Manage … and resolve incidents and service requests within defined SLA targets Support and maintain Windows Server environments and virtual platforms (VMware) Administer and troubleshoot Active Directory, Group Policy, and Microsoft 365 Support Exchange Online, Conditional Access, and Multi-Factor Authentication (MFA) Configure and maintain networking infrastructure, including LAN, WAN, VPN and Wireless Manage and support SQL Server, ensuring performance and reliability … Configure and support firewalls (NAT, PAT, ACLs) and manage antivirus solutions Key Skills & Experience: Previous experience working for a Managed Service Provider or within an SLA-driven service desk environment Strong technical knowledge of: Windows Server and Microsoft 365 VMware/virtualised environments Networking – LAN, WAN, VPN and Wireless Active Directory and Exchange Online Firewalls – NAT, PAT, ACLs SQL Server More ❯

support team members, providing guidance, mentoring, and coaching to enhance performance. Plan team workload, manage shift patterns, holidays, and resource allocation. Ensure consistent achievement of incident and service request SLA targets. Act as the escalation point for complex or high-priority queries. Manage supplier relationships where applicable, ensuring delivery aligns with organisational requirements. Conduct weekly review meetings to address aged … customer service skills, able to explain technical issues clearly to non-technical audiences. Analytical and technically competent, with strong problem-solving skills. Skilled in workload planning, prioritisation, and ensuring SLA targets are consistently met. Knowledgeable in ITIL processes, service management best practices, and continuous improvement. Resilient, adaptable, and able to remain calm under pressure during incidents or escalations. About us More ❯

or email. Provide remote support, including configuration and link checks for field engineers. Monitor network performance using SolarWinds and respond proactively to alerts. Ensure all incidents are resolved within SLA targets and accurately documented. Maintain clear and consistent communication with customers during fault resolution. Escalate issues appropriately to internal and external stakeholders. Conduct root cause analysis and contribute to ongoing … communicated. Maintain system accuracy and ensure regular updates to customers. Collaborate with third-party providers and carrier management teams to maintain service standards. Drive process improvement initiatives and ensure SLA compliance (targeting 95%+ resolution rate). What We’re Looking For Proven experience leading technical or NOC service teams. Strong ability to manage incidents and coordinate with multiple stakeholders. … Experience in ITIL-driven environments with strict SLA adherence. Excellent communication and problem-solving skills, with high attention to detail. Capability to work effectively under pressure in a 24/7 operational setup. Eligible for Security Clearance (SC minimum, NPPV3 preferred). Desirable Skills Experience in high-pressure, service-critical environments. Track record of staff training and team development. ITIL More ❯

or email. Provide remote support, including configuration and link checks for field engineers. Monitor network performance using SolarWinds and respond proactively to alerts. Ensure all incidents are resolved within SLA targets and accurately documented. Maintain clear and consistent communication with customers during fault resolution. Escalate issues appropriately to internal and external stakeholders. Conduct root cause analysis and contribute to ongoing … communicated. Maintain system accuracy and ensure regular updates to customers. Collaborate with third-party providers and carrier management teams to maintain service standards. Drive process improvement initiatives and ensure SLA compliance (targeting 95%+ resolution rate). What We’re Looking For Proven experience leading technical or NOC service teams. Strong ability to manage incidents and coordinate with multiple stakeholders. … Experience in ITIL-driven environments with strict SLA adherence. Excellent communication and problem-solving skills, with high attention to detail. Capability to work effectively under pressure in a 24/7 operational setup. Eligible for Security Clearance (SC minimum, NPPV3 preferred). Desirable Skills Experience in high-pressure, service-critical environments. Track record of staff training and team development. ITIL More ❯

or email. Provide remote support, including configuration and link checks for field engineers. Monitor network performance using SolarWinds and respond proactively to alerts. Ensure all incidents are resolved within SLA targets and accurately documented. Maintain clear and consistent communication with customers during fault resolution. Escalate issues appropriately to internal and external stakeholders. Conduct root cause analysis and contribute to ongoing … communicated. Maintain system accuracy and ensure regular updates to customers. Collaborate with third-party providers and carrier management teams to maintain service standards. Drive process improvement initiatives and ensure SLA compliance (targeting 95%+ resolution rate). What We’re Looking For Proven experience leading technical or NOC service teams. Strong ability to manage incidents and coordinate with multiple stakeholders. … Experience in ITIL-driven environments with strict SLA adherence. Excellent communication and problem-solving skills, with high attention to detail. Capability to work effectively under pressure in a 24/7 operational setup. Eligible for Security Clearance (SC minimum, NPPV3 preferred). Desirable Skills Experience in high-pressure, service-critical environments. Track record of staff training and team development. ITIL More ❯

phone or email. Provide remote support, including configuration and link checks for field engineers. Monitor network performance using SolarWinds and respond to alerts proactively. Ensure incidents are resolved within SLA targets and documented with meaningful updates. Maintain clear communication with customers throughout the fault resolution process. Escalate issues appropriately to internal and external stakeholders. Conduct root cause analysis for incidents … knowledge and efficiency. Manage escalations of major incidents and liaise with senior management as needed. Contribute to team development, performance reviews, and training initiatives. Drive continuous improvement and ensure SLA compliance (targeting 95%+ resolution rate). Manage operational handovers and ensure outstanding issues are clearly communicated. Maintain regular updates to customers and ensure system records are accurate. Collaborate with … incidents while maintaining BAU operations. Strong communication skills, both written and verbal, with adaptability to changing demands. Demonstrated customer service excellence. Experience working in ITIL environments and meeting strict SLA requirements. High attention to detail and ability to perform under pressure. Eligible for Security Clearance (SC minimum, NPPV3 preferred). Desirable Skills Experience in high-pressure operational environments. Proven track More ❯

phone or email. Provide remote support, including configuration and link checks for field engineers. Monitor network performance using SolarWinds and respond to alerts proactively. Ensure incidents are resolved within SLA targets and documented with meaningful updates. Maintain clear communication with customers throughout the fault resolution process. Escalate issues appropriately to internal and external stakeholders. Conduct root cause analysis for incidents … knowledge and efficiency. Manage escalations of major incidents and liaise with senior management as needed. Contribute to team development, performance reviews, and training initiatives. Drive continuous improvement and ensure SLA compliance (targeting 95%+ resolution rate). Manage operational handovers and ensure outstanding issues are clearly communicated. Maintain regular updates to customers and ensure system records are accurate. Collaborate with … incidents while maintaining BAU operations. Strong communication skills, both written and verbal, with adaptability to changing demands. Demonstrated customer service excellence. Experience working in ITIL environments and meeting strict SLA requirements. High attention to detail and ability to perform under pressure. Eligible for Security Clearance (SC minimum, NPPV3 preferred). Desirable Skills Experience in high-pressure operational environments. Proven track More ❯

phone or email. Provide remote support, including configuration and link checks for field engineers. Monitor network performance using SolarWinds and respond to alerts proactively. Ensure incidents are resolved within SLA targets and documented with meaningful updates. Maintain clear communication with customers throughout the fault resolution process. Escalate issues appropriately to internal and external stakeholders. Conduct root cause analysis for incidents … knowledge and efficiency. Manage escalations of major incidents and liaise with senior management as needed. Contribute to team development, performance reviews, and training initiatives. Drive continuous improvement and ensure SLA compliance (targeting 95%+ resolution rate). Manage operational handovers and ensure outstanding issues are clearly communicated. Maintain regular updates to customers and ensure system records are accurate. Collaborate with … incidents while maintaining BAU operations. Strong communication skills, both written and verbal, with adaptability to changing demands. Demonstrated customer service excellence. Experience working in ITIL environments and meeting strict SLA requirements. High attention to detail and ability to perform under pressure. Eligible for Security Clearance (SC minimum, NPPV3 preferred). Desirable Skills Experience in high-pressure operational environments. Proven track More ❯

What you will be doing: Provide technical support for Windows Server environments (2012/2019/2022). Troubleshoot and resolve complex server, network, and infrastructure issues within agreed SLA’s. Manage Active Directory, Group Policy, DNS, DHCP, and other core Windows services. Perform server patching, upgrades, and maintenance in line with security and compliance standards. Monitor system performance and … implement improvements to ensure high availability and reliability. Work with 1st and 2nd line support teams to escalate and resolve incidents within agreed SLA’s Maintain and update documentation for systems, processes, and procedures. Assist in disaster recovery planning and testing. Support virtualization technologies (VMware). Ensure compliance with IT policies, standards, and best practices. Assist in project planning and More ❯

The incumbent will receive, prioritize, document, and actively resolve end-user incidents and catalog requests. The role is responsible for escalating incidents when considered appropriate and necessary to keep SLA expectations. Incident logging and resolution will involve using the Service Now toolset and requires phone, in-person, hands-on assistance at the desktop level. Essential Duties and Responsibilities: Provides Tier … for customer-facing support services and remote assistance services to end-users, adhering to all ITIL service management principles. Provide outstanding customer service and meet Agency service level agreements (SLA). Performs other related duties as assigned. Minimum Knowledge, Skills, and Abilities Required: Note: may be substituted for the minimum below: An associate degree from an accredited college or university More ❯

efficiently. Escalate complex issues promptly to appropriate technical teams. Maintain up-to-date and detailed client records in the Support System for full team visibility. Identify and raise potential SLA risks early to prevent delays or breaches. Accurately log email support queries into the Support System. Collaborate with Customer Experience Managers and Project Managers to provide updates on progress, risks … and resolutions. Keep clients informed throughout the support process with clear, timely communication. Ensure unresolved issues are escalated within SLA to maintain service continuity. What You’ll Bring: Proven experience in customer service with a strong commitment to delivering excellent client experiences. Proactive and independent approach to work, with solid analytical and troubleshooting abilities. A foundational understanding of IT infrastructure More ❯

efficiently. Escalate complex issues promptly to appropriate technical teams. Maintain up-to-date and detailed client records in the Support System for full team visibility. Identify and raise potential SLA risks early to prevent delays or breaches. Accurately log email support queries into the Support System. Collaborate with Customer Experience Managers and Project Managers to provide updates on progress, risks … and resolutions. Keep clients informed throughout the support process with clear, timely communication. Ensure unresolved issues are escalated within SLA to maintain service continuity. What You’ll Bring: Proven experience in customer service with a strong commitment to delivering excellent client experiences. Proactive and independent approach to work, with solid analytical and troubleshooting abilities. A foundational understanding of IT infrastructure More ❯

efficiently. Escalate complex issues promptly to appropriate technical teams. Maintain up-to-date and detailed client records in the Support System for full team visibility. Identify and raise potential SLA risks early to prevent delays or breaches. Accurately log email support queries into the Support System. Collaborate with Customer Experience Managers and Project Managers to provide updates on progress, risks … and resolutions. Keep clients informed throughout the support process with clear, timely communication. Ensure unresolved issues are escalated within SLA to maintain service continuity. What You’ll Bring: Proven experience in customer service with a strong commitment to delivering excellent client experiences. Proactive and independent approach to work, with solid analytical and troubleshooting abilities. A foundational understanding of IT infrastructure More ❯

Junior Cloud Infrastructure Support Engineer Junior Cloud Engineer providing 1st and 2nd line cloud support to join an amazing MSP working with end clients supporting cloud platforms such as Microsoft Azure, Amazon Web Services (AWS), or Google Cloud Platform (GCP More ❯

between clients, technical delivery and account management, ensuring services consistently exceed expectations. RESPONSIBILITIES: Act as primary escalation point for persistent issues and major incident coordination Monitor and report on SLA and KPI performance across customers Drive cross-team collaboration to enhance service delivery outcomes Build strong relationships with key stakeholders including C-level leaders Identify service risks and implement mitigation … and smooth service adoption Produce commercial and performance-focused service reporting YOUR KEY SKILLS: Proven experience within a Service Delivery Manager role at an IT MSP Strong ownership of SLA frameworks and service performance metrics ITIL certified with practical application of service management principles Experience with Microsoft 365 and cloud service environments Excellent stakeholder communication, including senior leadership engagement Analytical More ❯

etc.) . Familiarity with common EV charger fault types and resolution processes. Knowledge of remote monitoring systems, diagnostic tools, and IoT technologies. Experience with service contract execution and SLA tracking is preferred. Soft Skills & Collaboration Strong problem-solving skills with a customer-focused mindset. Excellent cross-functional collaboration and communication skills. Ability to work independently and continuously drive service process … 与行业顶尖人才合作学习的机会。 我们期待您: 热爱新能源事业,对充电桩行业充满热情; 具备良好的沟通能力和团队合作精神; 富有责任感和主动性; 拥有相关工作经验者优先。 加入我们,您将: 参与欧洲新能源市场的快速发展; 为绿色环保事业贡献力量; 与来自世界各地的优秀人才携手共进; 实现您的职业梦想。 岗位职责: 服务质量与流程优化 与技术支持团队协作,持续提升服务交付质量。 提供有关AC/DC充电技术的专业见解,包括故障诊断与问题分析。 主导维护流程优化、事故响应机制建设以及服务工作流程标准化。 在重大服务事件中担任协调与技术接口,确保客户问题高效解决。 服务运营支持 支持预防性维护、故障排除和备件管理流程的开发与优化。 监督并推动服务等级协议(SLA)的执行,以提升响应速度与客户满意度。 与客户成功团队、销售团队及第三方服务商合作,确保服务一致性。 负责服务合作伙伴的选择、培训及管理,确保其能力与竞争力。 建立并监控服务合作伙伴的绩效KPI,推动服务质量持续改进。 支持服务伙伴管理流程及评估机制的开发。 服务绩效管理与客户支持 监控关键服务绩效指标(KPI),推动以数据为基础的持续优化。 参与客户会议,负责传达与汇报服务KPI,并提出改善建议。 深入了解客户需求,协调资源以高效解决技术及服务问题。 远程监控与故障管理协作 与远程监控团队协调,增强主动警报与问题响应机制。 支持远程诊断与预测性维护技术的应用与发展。 任职要求: 教育与经验 电气工程、机械工程或相关技术学科本科及以上学历。 五年以上服务管理经验,优先考虑具备电动车充电 More ❯

etc.) . Familiarity with common EV charger fault types and resolution processes. Knowledge of remote monitoring systems, diagnostic tools, and IoT technologies. Experience with service contract execution and SLA tracking is preferred. Soft Skills & Collaboration Strong problem-solving skills with a customer-focused mindset. Excellent cross-functional collaboration and communication skills. Ability to work independently and continuously drive service process … 与行业顶尖人才合作学习的机会。 我们期待您: 热爱新能源事业,对充电桩行业充满热情; 具备良好的沟通能力和团队合作精神; 富有责任感和主动性; 拥有相关工作经验者优先。 加入我们,您将: 参与欧洲新能源市场的快速发展; 为绿色环保事业贡献力量; 与来自世界各地的优秀人才携手共进; 实现您的职业梦想。 岗位职责: 服务质量与流程优化 与技术支持团队协作,持续提升服务交付质量。 提供有关AC/DC充电技术的专业见解,包括故障诊断与问题分析。 主导维护流程优化、事故响应机制建设以及服务工作流程标准化。 在重大服务事件中担任协调与技术接口,确保客户问题高效解决。 服务运营支持 支持预防性维护、故障排除和备件管理流程的开发与优化。 监督并推动服务等级协议(SLA)的执行,以提升响应速度与客户满意度。 与客户成功团队、销售团队及第三方服务商合作,确保服务一致性。 负责服务合作伙伴的选择、培训及管理,确保其能力与竞争力。 建立并监控服务合作伙伴的绩效KPI,推动服务质量持续改进。 支持服务伙伴管理流程及评估机制的开发。 服务绩效管理与客户支持 监控关键服务绩效指标(KPI),推动以数据为基础的持续优化。 参与客户会议,负责传达与汇报服务KPI,并提出改善建议。 深入了解客户需求,协调资源以高效解决技术及服务问题。 远程监控与故障管理协作 与远程监控团队协调,增强主动警报与问题响应机制。 支持远程诊断与预测性维护技术的应用与发展。 任职要求: 教育与经验 电气工程、机械工程或相关技术学科本科及以上学历。 五年以上服务管理经验,优先考虑具备电动车充电 More ❯

service we provide, making our Support offering a cornerstone of our success. In this key leadership role, you’ll manage one of our largest departments, ensuring we consistently meet SLA targets and quality metrics while delivering exceptional customer experiences. You’ll be accountable for outcomes measured through NPS and CSAT, and instrumental in driving customer retention. We’re looking for … feeding insights into product, operations, and leadership teams. You’ll maintain and improve key service metrics such as CSAT, tNPS, time to resolution, Customer Effort (CES) and externally facing SLA adherence. You will understand the key drivers of customer attrition, ensuring that customer retention is front and centre in your decision making as you ‘put the customer first’. You More ❯

to track performance metrics. Overseeing telephony systems and call routing to support operational needs. Monitoring performance against SLAs, conducting analysis, and driving improvements. Investigating and documenting root causes of SLA breaches. Scheduling and coordinating resources to meet service delivery requirements. Escalating operational issues when required. Providing administrative support including documentation, system updates, and coordination tasks. What we’re looking for … Proven experience in a helpdesk or customer service environment. Strong knowledge of service management principles and SLA frameworks. Familiarity with telephony systems and call centre technologies. Confident user of Microsoft Office (Outlook, Teams, Excel, Word, Planner). Excellent organisational skills with the ability to prioritise effectively. Strong analytical and problem-solving skills. Clear and effective communication, both written and verbal. More ❯

IT Technician Large Academy Job details Salary: Grade E - £26,196 - £27,255 Reporting to: Senior IT Technician Location: Ipswich Main purpose I am delighted to be recruiting for a large Multi Academy Trust in East Anglia. They are looking More ❯

Onsite IT Support Engineer (Early Career) - copy Tetra Tech is seeking an IT Support Engineer to support our team onsite in Scotland. Our preference of location is Glasgow however we are open to discussing the possibility of working in Edinburgh More ❯

Overview Make The Connection. Vix Technology is a global leader in providing innovative solutions for public transit, believing that accessibility should be a standard. With over 35 years of experience and systems deployed in more than 200 cities worldwide, we More ❯

for all Operational Services including renewals and upgrades of infrastructure and applications as required • Accountability for Monthly Global Service Reviews for all suppliers and Governance of Compliance to KPI, SLA, OLA and XLA measures as appropriate • People management with specific focus on the ability to motivate and harmonise internal and external team members with diverse and conflicting viewpoints • Deep analytical … IT Managers and their teams, to deliver a professional, customer focused and high performing IT service that works to a defined service scope and delivers against agreed KPI and SLA targets at an agreed cost. What do you need to thrive in this role? • Strong communication and influencing skills with senior management. • Comprehensive supplier management skills • Strong negotiating skills • Broad More ❯

Engineer: Provide second and third line IT support. Lead a team of two IT support engineers, ensuring tickets are being completed in a timely manner and KPI’s/SLA’s are adhered to. Independently manage IT projects. Utilise Microsoft Defender for security monitoring. Manage Windows Servers, Intune, O365, and Azure infrastructure. Deploy Azure environments. Configure and maintain equipment. Experience … required for the Lead Service Desk Engineer: Experience within a managerial/lead IT support role, administering KPI’s and SLA’s. Experience across the Microsoft technology stack – Defender, Intune, M365, Windows servers ect. Previous experience administering an Azure environment (Azure Virtual Desktop, Entra ID ect.). Knowledge of the ITIL framework. Desirable: Experience with Dynamics 365 Business Central, and More ❯