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- Tasks: Join our Service Assurance Team to troubleshoot tech issues and support customers 24/7.
- Company: Claranet delivers top-notch managed services, ensuring customer satisfaction and service reliability.
- Benefits: Enjoy flexible shifts, ongoing training, and a chance to work with cutting-edge technology.
- Why this job: Be part of a dynamic team that values customer relationships and technical excellence.
- Qualifications: Previous experience in IT support or telecoms, with relevant technical qualifications required.
- Other info: Opportunity for growth in a fast-paced environment with a focus on innovation.
The predicted salary is between 36000 - 60000 £ per year.
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 promoter score
- Take ownership of issues and see through to resolution
Duties and Responsibilities
Essential duties and 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
- Take responsibility for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLAs and that all issues are resolved as efficiently as possible.
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.
Position Specifications
Behavioural competencies – organisational and behavioural fit:
- Professional and articulate
- Flexible and creative in solving problems
- Learn and adapt quickly to changing situations
Critical competencies – technical fit:
- Previous ISP, Managed Service or Telecoms experience
- 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
- 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
Shift Engineer employer: Claranet
Contact Detail:
Claranet Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Shift Engineer
✨Tip Number 1
Familiarise yourself with the technologies mentioned in the job description, such as Firewall, VPN, and DNS. Having a solid understanding of these will not only boost your confidence but also help you stand out during discussions.
✨Tip Number 2
Showcase your customer service skills by preparing examples of how you've successfully resolved issues in previous roles. This will demonstrate your ability to maintain high service levels, which is crucial for the Shift Engineer position.
✨Tip Number 3
Network with current or former employees of Claranet on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable during your interview.
✨Tip Number 4
Prepare to discuss your experience in an ITIL environment, as this is a critical competency for the role. Be ready to explain how you've applied ITIL principles in your past work to improve service delivery.
We think you need these skills to ace Shift Engineer
Some tips for your application 🫡
Understand the Role: Read through the job description carefully to grasp the key responsibilities and required skills for the Shift Engineer position. Tailor your application to highlight how your experience aligns with these requirements.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience in ISP, Managed Services, or Telecoms. Mention specific technologies you are familiar with, such as Firewall, VPN, and Networking, to demonstrate your technical fit.
Showcase Customer Service Skills: Since the role requires a strong customer service mindset, provide examples of how you've successfully resolved customer issues in the past. Use metrics or feedback to illustrate your impact on customer satisfaction.
Proofread Your Application: Before submitting, make sure to proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial for this role.
How to prepare for a job interview at Claranet
✨Showcase Your Technical Knowledge
Make sure to brush up on the key technologies mentioned in the job description, such as Firewall, VPN, and DNS. Be prepared to discuss your experience with these technologies and how you've used them in previous roles.
✨Demonstrate Customer Service Skills
Since the role involves providing customer support, be ready to share examples of how you've successfully resolved customer issues in the past. Highlight your ability to communicate technical information in a user-friendly manner.
✨Understand the Company’s Values
Research Claranet's mission and values to understand their approach to customer service and technology solutions. This will help you align your answers with what they are looking for in a candidate.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of scenarios where you had to troubleshoot a technical issue or manage a customer complaint, and be ready to explain your thought process and actions taken.
