24/7 Service Assurance Engineer
Claranet
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Descripción de la vacante
Claranet is recruiting a Shift Engineer for its Service Assurance team in Gloucester. You will monitor complex technology solutions, respond to alerts, and provide proactive support across the customer portfolio.
The role requires a strong technical and customer-service mindset, with responsibility for incident triage, resolution, and knowledge sharing. As part of the Customer Support and Service Assurance function, you will work in shifts, ensuring 24-hour coverage and adherence to SLAs, while
Formación
- Engineer with a technical and customer service mindset.
- Experience using monitoring systems to identify incidents.
- Ability to translate technical language into user-friendly information.
- Familiarity with public cloud infrastructure (Azure, AWS, GCP).
Responsabilidades
- Respond to alerts generated by monitoring systems.
- Maintain 24-hour support cover for customers.
- Troubleshoot and resolve customer issues and escalate when needed.
- Develop documentation and knowledgebase to improve first point of contact resolution.
- Liaise with engineering teams to improve troubleshooting processes.
Conocimientos
Herramientas
Descripción del empleo
Claranet is recruiting a Shift Engineer for its Service Assurance team in Gloucester. You will monitor complex technology solutions, respond to alerts, and provide proactive support across the customer portfolio.
The role requires a strong technical and customer-service mindset, with responsibility for incident triage, resolution, and knowledge sharing. As part of the Customer Support and Service Assurance function, you will work in shifts, ensuring 24-hour coverage and adherence to SLAs, while
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