Ip & Data Secure Support Engineer
Main Responsibilities:- Proactively monitor secure customer networks to identify fault occurrences.- Acknowledge, check, and respond to customer fault reports.- Proactively create customer fault tickets.- Perform timely and accurate initial diagnostics, ensuring fault clearance wherever possible.- Ensure accurate ticket detail entry and updates for all fault reports.- Ensure relevant and accurate information available to assist in fault diagnosis and clear.- Monitor fault tickets, prioritise, and track progress as appropriate.- Ensure technical and managerial escalation completed to defined time-scales.- Test and liaise with customers and other internal or external agencies and third parties.- Ensure overall adherence to quality procedures and working processes.- Ensure awareness of SLA agreements, and perform all ticket actions in time-scales to support SLA success.- Provide input to customer and management reports.- Identify and agree cover wherever possible for planned absencesJob Requirement:- Proactively monitor secure customer networks to identify fault occurrences.- Acknowledge, check, and respond to customer fault reports.- Proactively create customer fault tickets.- Perform timely and accurate initial diagnostics, ensuring fault clearance wherever possible.- Ensure accurate ticket detail entry and updates for all fault reports.- Ensure relevant and accurate information available to assist in fault diagnosis and clear.- Monitor fault tickets, prioritise, and track progress as appropriate.- Ensure technical and managerial escalation completed to defined time-scales.- Test and liaise with customers and other internal or external agencies and third parties.- Ensure overall adherence to quality procedures and working processes.- Ensure awareness of SLA agreements, and perform all ticket actions in time-scales to support SLA success..- Identify and agree cover wherever possible for planned absences
