At a Glance
- Tasks: Manage technology solutions and resolve customer issues in a dynamic environment.
- Company: Join Claranet, a leading IT business with a focus on customer satisfaction.
- Benefits: Enjoy flexible benefits, healthcare, gym discounts, and generous holiday leave.
- Other info: Opportunities for continuous learning and involvement in community initiatives.
- Why this job: Be part of a supportive team making a real impact in the tech industry.
- Qualifications: Experience in IT support and a knack for problem-solving.
The predicted salary is between 26100 - 31900 £ per year.
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.
Key Responsibilities
- 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
- 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)
Skills and Attributes
- Flexible and creative in solving problems
- Learn and adapt quickly to changing situations
- The ability to manage one’s own time effectively while balancing multiple priorities
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
Benefits
- Pension Scheme: Employer-matched contributions to help you plan for the future.
- Comprehensive Healthcare Coverage: Access to private medical care for your peace of mind and wellbeing.
- Discounted Gym Memberships: Prioritise your fitness with exclusive rates at leading gyms.
- Personalised Wellbeing Support: App-based resources and services available 24/7
- Enhanced Annual Leave: 25 days of holiday, increasing to 27 days with service, plus bank holidays and a day off for your birthday.
- Continuous Learning & Development: Ongoing opportunities to grow your skills and advance your career.
What makes us unique is Team Claranet, our internal community that supports causes close to our employees’ hearts. We offer paid charity leave, support local charities across our offices, and host annual fundraising events, all backed by a dedicated committee.
We’re proud founding members of TC4RE (Technology Community for Racial Equality) working collectively to build a more diverse and inclusive tech industry.
Equal Opportunities Statement
Diversity, equity and inclusion are at the heart of what we value as an organisation. Claranet is an equal opportunities employer and all qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, age, disability or any other status protected by law. Our recruitment team are happy to support any reasonable adjustments that are needed within the recruitment process.
Ready to take the next step in your career with Claranet? Click ‘apply’ – we can’t wait to meet you!
Service Assurance Shift Engineer in Gloucester employer: Claranet
Claranet is an exceptional employer that fosters a collaborative and innovative work culture, ideal for professionals seeking to make a significant impact in the financial services sector. With a strong emphasis on employee growth, Claranet offers extensive training opportunities and career progression paths, ensuring that you can develop your skills while working on cutting-edge network solutions. Located in a vibrant area, the company also provides a supportive environment that values diversity and encourages teamwork, making it a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Service Assurance Shift Engineer in Gloucester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Claranet. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Claranet before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Assurance Shift Engineer in Gloucester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Claranet:Your cover letter is your chance to shine! Tell us why you want to work at Claranet specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Claranet!
How to prepare for a job interview at Claranet
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
