Service Assurance Shift Engineer

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

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).

Skills

Flexible problem solving

Adaptability

Time management

Job description

The Role

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 ones' 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

At Claranet, we go the extra mile with our people-because we believe in building a workplace where everyone feels valued and supported. Our flexible benefits package includes:

• 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.

About Claranet

Founded at the beginning of the dot com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries.

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.