Shift Engineer

4 weeks ago

Gloucester, Gloucestershire, United Kingdom Claranet Limited Full time
About the Role

We are seeking a highly skilled and motivated Shift Engineer to join our Service Assurance team at Claranet Limited. As a key member of our team, you will be responsible for ensuring the highest levels of service are delivered to our customers.

Key Responsibilities
  • Respond to alerts and incidents in a timely and efficient manner
  • Provide proactive support for services spanning the breadth of the Claranet portfolio
  • Work closely with the Customer Services teams to maintain service excellence
  • Develop and maintain accurate records of activities completed throughout the lifecycle of a ticket
  • Escalate issues as appropriate and ensure customer expectations are met through responsibility and accountability
  • Liaise with third party suppliers to ensure that changes are resolved within the correct time frames according to the product service level agreements
  • Proactively develop documentation and knowledgebase increasing the knowledge across teams and improving first point of contact resolution
  • Develop a good understanding and technical expertise across Claranet's entire product catalogue
  • Provide support for project work as required by the Service Assurance Senior Manager
  • Support continued improvement of team process and customer experience
  • Adhere to strict process and procedure, including Claranet's change management processes
  • Liaise directly with Engineering teams in order to further develop troubleshooting processes
  • Take responsibility for all out of hours duties including stack management, PRs and planned engineering work communication
  • Provide remote hands and eyes services to all Claranet Departments and its customers
  • Troubleshoot and repair of hardware faults and the installation of spares or components as required
  • Liaise with other departments to ensure that the delivered solutions fulfil the customer's requirements
  • Carry out physical checks and audits as required by the business and its customers
Requirements
  • Previous ISP, Managed Service or Telecoms experience
  • Relevant industry qualifications
  • Experience working in an ITIL environment
  • Proven record of accomplishment in providing customer support
  • Ability to translate technical language into user friendly information
  • Holds a relevant technical qualification
  • A good understanding of technologies such as Firewall, VPN, Networking, DNS, TCP/IP routing protocols, MPLS, Broadband, Leased Lines (Copper and Fibre), Network Design, Load Balancing, Email (SMTP and POP mail delivery), Microsoft Exchange Server infrastructure, Domain Names and DNS Management, Anti-Virus and Web Security services, Hosting: VMware, Windows, Linux
  • Has an understanding of Public Cloud infrastructure (Microsoft Azure, Amazon Web Services, Google Cloud)
What We Offer

As a Shift Engineer at Claranet Limited, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional service to our customers. We offer a competitive salary and benefits package, as well as opportunities for professional development and growth.

We are committed to creating a positive and inclusive work environment that values diversity and promotes equality. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.

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