24/7 Service Assurance Engineer - Incident Triage & Support

Claranet; Gloucester; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Pension scheme

Comprehensive healthcare

Discounted gym memberships

Wellbeing support

Enhanced annual leave

Continuous learning & development

Job summary

Claranet in Gloucester is seeking a Shift Engineer to join our Service Assurance team. You will work with a Shift Leader to actively monitor systems, triage incidents, and ensure service quality for our customers.

The role focuses on responding to alerts, following established troubleshooting procedures, and delivering timely updates to customers and internal teams. Strong problem solving and time management are essential.

Qualifications

• Flexible and creative problem-solving abilities.
• Ability to learn quickly and adapt to changing situations.
• Good time management and ability to balance multiple priorities.

Responsibilities

• Respond to alerts within target response time.
• Maintain 24 hour support cover for Claranet’s customers.
• Identify and follow correct troubleshooting and event handling procedures.
• Take responsibility for the resolution of customer issues and keep them updated within SLA.
• Maintain accurate records of activities throughout the ticket lifecycle.

Skills

Flexible and creative in solving prob­

Learn and adapt quickly to changing 상황

Time management and multitasking

Education

Relevant industry qualifications

ITIL environment experience

Job description

Claranet in Gloucester is seeking a Shift Engineer to join our Service Assurance team. You will work with a Shift Leader to actively monitor systems, triage incidents, and ensure service quality for our customers.

The role focuses on responding to alerts, following established troubleshooting procedures, and delivering timely updates to customers and internal teams. Strong problem solving and time management are essential.