24/7 Service Assurance Engineer

Claranet Limited

Gloucester

On-site

GBP 28,000 - 36,000

Full time

4 days ago

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Benefits offered by this job

Pension Scheme

Comprehensive Healthcare Coverage

Discounted Gym Memberships

Wellbeing Support

Job summary

Claranet Limited is seeking a Shift Engineer to join our Service Assurance team in the Gloucester area. You will work under a Service Assurance Shift Leader, focusing on proactive monitoring, incident triage, and maintaining service quality through defined processes.

You will respond to alerts within target times, provide 24-hour support with the team, document ticket histories, and ensure timely updates to customers within agreed SLAs. This role suits a proactive problem-solver eager to learn.

Qualifications

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.

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).