About The Role
Essential Roles & Responsibilities
- Ensure that the highest levels of service are delivered to Claranet's customers
- Providing 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
- Assess the impact and urgency of tickets and gather the appropriate information for the type of request
- 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
- Maintain accurate records of activities completed throughout the lifecycle of a ticket (ticket history)
- 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
- Work closely with the Customer Services teams to maintain service excellence
- 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.
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
- Proven analytical and problem-solving skills
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
- 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)
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 fulfilthe 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