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 • 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 as efficiently as possible. Teams to collaborate with • Customer Experience and Managed Services – ensure we are consistently providing the best service to our customers, proactively monitoring their needs, and integrating their feedback into our future portfolio and propositions. Position Specifications Behavioural competencies – organisational and behavioural fit • Professional and articulate • Flexible and creative in solving problems • Learn and adapt quickly to changing situations Critical competencies – technical fit • 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 - 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)