Shift Engineer

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