Shift Engineer

About The Role

Essential Roles & 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
• 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. 

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.

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
• 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)

- 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)