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About The Role Through a culture of collaboration, learning and opportunity, Customer Support is a community of vibrant and dynamic service and technology experts, executing all facets of our operation with consistency, pride and efficiency. The Technical Operations Team provide a 2nd/3rd line level technical support to UK business customers. As a team of experienced engineers, we are responsible for the swift repair of complex customer issues where there is no known or documented resolution. We are passionate about effective troubleshooting as well as a second-to-none customer experience. The team are kept on their toes by supporting new and exciting services as the technological world continues to evolve. Here are some of the technologies a successful candidate can expect to provide support for: SD-WAN solutions incorporating Fortinet, Draytek and Meraki devices Managed LAN and wireless solutions Cisco-based large-scale networks including MPLS designs Managed Firewalls SSL VPN Connectivity solutions from Dedicated Ethernet to Broadband VoIP and Hosted Voice Let's cover some of the duties and responsibilities of an engineer in the Technical Operations Team: Effective troubleshooting of live complex customer issues ranging from high priority business-critical faults, to requests for information regarding their solution. Managing incidents by providing quality customer updates as per Claranet's SLAs, whilst maintaining detailed notes in our Service Now ticketing system. Contributing to Problem Analysis of technical tasks such as root cause analysis, problem management tickets and post-incident review. Excellent customer service provided via telephone, our customer portal or even in video conference with clients. Engagement with additional technical resources outside the team to aid in resolution of incidents, whilst keeping ownership of the customer experience. Great working relations with our Service Desk and 24/7 operational teams, for which we act as an escalation point. The Technical Operations Team frequently engages in delivering training or answering ad-hoc questions from our 1st line teams. Keeping up to date with new and exciting technologies and services that make their way into our Support world. As a senior team we are an important part of ensuring that new services are well supported and documented for the consumption of our department. Production of documentation to improve our efficiency as a team and wider department in the form of guides, customer solution information, troubleshooting processes and so on. About You Behavioural competencies - organisational and behavioural fit Professional and articulate Flexible and creative in solving problems Learn and adapt quickly to changing situations The ability to manage ones' own time effectively while balancing multiple priorities Self-motivated and able to work under pressure Critical competencies - technical fit Experience in IT Managed Service industry with knowledge in Cloud, Security, network or modern workplace services Experience managing workloads including incident resolution and problem management Strong awareness of the managed services market and an understanding of the technologies and skills needed to deliver high quality customer service