1 to 25 of 74 Remote/Hybrid SLA Jobs

with at least one year of hands-on IT support experience within a professional services setting. You will be confident working in a structured, SLA-driven environment and comfortable balancing competing priorities. Key attributes and experience include: Strong customer service skills across phone, face-to-face and digital channels ...

Microsoft 365 migrations, firewall upgrades, and infrastructure rollouts. Security & Compliance: Implement security best practices, manage firewall policies (NAT, VIPs), and ensure systems meet SLA and data security requirements. Mentorship: Provide technical guidance and training to junior engineers to improve overall team capability. Client Site Visits: Attend customer locations for physical ...

Troubleshoot complex issues across servers, systems, and infrastructure Act as a key escalation point for the Service Desk Manage tickets through to resolution within SLA targets Support core services including Active Directory, Microsoft Entra ID, DNS, DHCP, and networking Assist with ticket triage during high-volume periods Collaborate with internal ...

Troubleshoot complex issues across servers, systems, and infrastructure Act as a key escalation point for the Service Desk Manage tickets through to resolution within SLA targets Support core services including Active Directory, Microsoft Entra ID, DNS, DHCP, and networking Assist with ticket triage during high-volume periods Collaborate with internal ...

appropriate teams or individuals in line with incident management processes, keeping users informed of progress. Log and manage incidents with third-party suppliers, monitoring SLA performance and escalating where necessary. Work both independently and collaboratively to achieve individual and team KPIs. Ensure incidents and service requests are resolved within agreed ...

design and transition through to operation and retirement. Maintain accurate Service Catalogue and CMDB data, ensuring clear service ownership and dependencies. Ensure services meet SLA, KPI and compliance commitments. Service Value & Business Alignment Align service delivery to business outcomes such as stability, cost optimisation, and risk reduction. Conduct quarterly value ...

broad technology estate Taking a hands-on approach to troubleshooting hardware, applications and system issues Managing escalated Problems and Known Errors within agreed SLA and KPI timeframes Designing and implementing automation measures where appropriate Supporting and mentoring other IT team members Supporting core technologies including Windows, Azure Virtual Desktop ...

Responsibilities Support HQ and external Principals IT queries and support Principals’ personal equipment if required. Support and maintain IT hardware and software within agreed SLA’s, and act as an escalation point for our 1st line IT support. Support the Head Office network (firewalls, switches and lease lines), making sure ...

prioritise tickets accurately using FreshService Resolve issues at first contact where possible, escalating when needed Take ownership of tickets through to resolution within SLA targets Support Windows 11, end-user devices, and common applications Set up hardware including laptops, monitors, and peripherals Manage user accounts and access in Active Directory ...

ensure seamless end-to-end delivery Service Delivery Management Own the full lifecycle of customer-facing service streams Maintain industry-leading SLA and KPI performance Oversee service governance: incident, problem, and change management Drive predictable, scalable delivery through strong operational processes Customer & Stakeholder Engagement Act as a senior point ...

documentation as required. Supporting the delivery of face-to-face Maintainer and Administrator training on the NDH(D) capability. Analyse Monitoring service performance against SLA/OLA targets, including the analysis of Incident/Problem, Request and Change tickets and the creation of reports as required. Updating Maintenance Task Analysis ...

Service Assurance Analyst Service Assurance Lead, Service Design, Service Transition, Service Operations, SLA, Service Level Agreements, Digital Services, Service Acceptance Criteria, PRISM Governance, Continuous Service Improvement Plans (CSIP), ITIL Framework, Third-party Management Daily Rate: £400-£475 (via Umbrella) Contract Duration: 6 months initial 3 days per week on-site ...

team to provide the most effective method of service delivery. Pride in themselves and their work. Highly organized to meet strict deadlines and SLA’s. Analytical and detail conscious. Qualified to: IT degree level or similar IT qualification is essential. Cisco CCNA certification (essential) Cisco CCNP certification (desirable) Benefits ...

helpdesk system, escalating any priority calls as required To respond to and resolve first line IT support queries as per IT service desk SLA Assist with setting up and maintaining computers, laptops, mobile devices, user accounts and AV devices Support common software applications (e.g. Microsoft 365, email, collaboration tools) Distribute ...

networking (APs, switches, infrastructure) Diagnose network issues across TCP/IP, DNS, DHCP, VLANs and connectivity Manage and update tickets through ITSM tools, ensuring SLA adherence You’ll work closely with 1st and 3rd line teams to ensure timely resolution, while contributing to documentation and continuous service improvement. What ...

meetings with customers and partners Creating service offers and contracts Contributing to the development of the NETCONOMY service portfolio Responsibility for monthly reporting (KPIs, SLA reports, billing etc.) Profil Essential Skills Knowledge in the area of service management Extensive experience in customer service and consulting You're no stranger ...

meetings with customers and partners Creating service offers and contracts Contributing to the development of the NETCONOMY service portfolio Responsibility for monthly reporting (KPIs, SLA reports, billing etc.) Profil Essential Skills Knowledge in the area of service management Extensive experience in customer service and consulting You're no stranger ...

meetings with customers and partners Creating service offers and contracts Contributing to the development of the NETCONOMY service portfolio Responsibility for monthly reporting (KPIs, SLA reports, billing etc.) Profil Essential Skills Knowledge in the area of service management Extensive experience in customer service and consulting You're no stranger ...

support via a range of communication channels Take responsibility for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA’s and that all issues are resolved quickly and efficiently Maintain high levels of end user satisfaction, as measured through feedback and survey results Duties ...

kept fully informed throughout the incident lifecycle, including progress updates and planned changes or outages. Escalate requests that fall outside of scope or SLA commitments. Contribute to our technical knowledge base, particularly in infrastructure, networking, and solution best-practice. SKILLS AND EXPERIENCE REQUIRED Strong analytical mindset with a natural ability ...

participation. Approve new Application/Service support models and challenge non-fit-for-purpose designs during Service Design. Govern Service Desk tooling, contractual components, SLA exceptions, and impacts of OpCo decentralisation. Act as primary escalation contact for complex incidents, GDPR-related issues, and global service impacts. Monitor performance, drive continuous ...

Ware Server Infrastructure. Ensure all Server Hardware and Software issues are efficiently managed through to resolution. Prioritise and Escalate faults accordingly and ensure that SLA's and KPI's are adhered to. Provide L2/L3 Support and technical guideance to the UK IT support team. The company also ...

Workforce Management and escalate when needed. Maintain Service Desk Engineer schedules to ensure operational coverage. Own scheduling rules, controls and system configuration to protect SLA Performance Maintain and own operational reporting to support decision making and service improvements Support the upkeep of our telephony platform, ensuring skills, profiles and channels ...

their team to provide technical support within the business. The right candidate will be responsible for managing incidents, service requests, and change requests within SLA, ensuring high-quality support. You'll join a small team with hybrid working available after training. Key Responsibilities Support and troubleshoot products and systems Investigate ...

variety of technical issues * Assist in the implementation of software changes and updates in hosted and client environments * Escalate issues appropriately in line with SLA requirements, always maintaining a strong focus on customer satisfaction * Collaborate with a small, skilled team to share knowledge and ensure smooth day-to-day operations ...