Working For Claranet
Here at Claranet we pride ourselves on going the extra mile for and with our employees (yes, we really mean it). We offer an extensive benefits package that you can tailor to your needs, inclusive of a matching contribution pension scheme, healthcare, insurance, dental, discounted gyms and app supported benefit access.
But what we think makes us different is ‘Team Claranet,’ our dedicated internal part of the business that supports you with matters close to your heart. We proudly support local charities in each of our office locations, support employees with paid charity leave, organise key charity fundraising event per year and have a dedicated committee responsible for supporting employee’s fundraising efforts.
Claranet are one of the 10 founding members of TC4RE (Technology Community for Racial Equality.) Being a part of a group of leading UK technology organisations, we are dedicated to building a more diverse and inclusive workforce. We are also very proud members of Tech Talent Charter, a government supported, industry-led membership group created to address the UK’s tech talent shortage and diversity gap through collective action.
Our Vision
Our vision is to become the most trusted technology solutions partner; renowned for being the best and brightest, having lasting impact with our customers and delivering exceptional returns to our stakeholders.
Position Summary
The Service Assurance Team is central to the operation, overseeing complex technology solutions, troubleshooting problems and providing proactive support for services spanning the breadth of the Claranet portfolio. The team operates in shifts around the clock to identify any deviations from expected operating levels and acting to prevent or minimise the impact to Claranet’s customers. As part of the Customer Support and Service Assurance function, the team is required to maintain the organisation’s high standards for engagement whilst delivering service across a range of communication channels.
Reporting to and working closely with a Service Assurance Shift Leader, the Shift Engineer is responsible for the completion of defined tasks and processes in relation to the Service Assurance team’s objectives; primarily, the proactive management of technology-based solutions using output from monitoring systems to identify incidents, triage and maintain service, as well as acting as Claranet’s Service Desk outside of core business hours.
Role Mission
Claranet’s strategy is to build long-term, trusted relationships with its customers by delivering market-leading, integrated managed services. We are seeking an engineer with a technical and Customer service mindset to help fulfil the activities required to ensure Claranet services remain available and healthy at all times.
Objectives and Key Results
The Service Assurance Shift Engineer is part of the Customer Support and service Assurance function. The key objectives will be to:
* Respond to alerts within target response time
* Maintain 24 hour support cover for Claranet’s Customers as part of the wider team
* Identify and follow the correct troubleshooting and event handling procedures
* Keep up to date with technical training and other development paths
* Obtain customer feedback and produce a high net promotor score
* Take ownership of issues and see through to resolution
Duties and Responsibilities
Essential duties and responsibilities
* Ensure that the highest levels of service are delivered to Claranet’s customers.
* Providing telephone and ticket-based customer support
* Respond to alerts generated by Claranet’s monitoring systems
* Generate tickets in response to alerts where human intervention is required to restore service
* Follow documented procedures and processes in managing customer tickets
* Maintain accurate records of activities completed throughout the lifecycle of a ticket (ticket history)
* 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
* Provide support for project work as required by the Service Assurance Senior Manager
* 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.
* 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.
Position Specifications
Critical competencies – technical fit
* Previous ISP, Managed Service or Telecoms experience Relevant industry qualifications
* Proven record of accomplishment in providing customer support
* Ability to translate technical language into user friendly information
* A good understanding of technologies such as:
- Firewall
- VPN
- Networking
- DNS
- TCP/IP routing protocols
- MPLS
- Broadband
- Leased Lines (Copper and Fibre)
- Telephony (Traditional and VoIP)
- 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)