Shift Engineer — 24/7 IT Service Assurance & Incident Response

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

Benefits offered by this job

Pension scheme

Healthcare coverage

Discounted gym memberships

Wellbeing support

Enhanced annual leave

Continuous learning

Job summary

Claranet is seeking a Shift Engineer for its Service Assurance team in the United Kingdom. The role focuses on proactive management of monitoring outputs, incident triage, and maintaining service reliability by following defined processes.

You will work closely with the Service Assurance Shift Leader to meet objectives, respond to alerts, and ensure effective resolution within set SLAs while keeping customers informed throughout the lifecycle.

Qualifications

• Experience working in an ITIL environment.
• Proven record of providing customer support.
• Ability to translate technical language into user-friendly information.

Responsibilities

• Respond to alerts within target response time.
• Provide 24-hour support for Claranet’s customers as part of the team.
• Identify and follow correct troubleshooting and event-handling procedures.
• Resolve all customer issues promptly and keep customers updated within SLAs.
• Maintain accurate ticket histories across the lifecycle.

Skills

Problem solving

Time management

Customer support

ITIL experience

Industry experience

Learning abilities

Education

Relevant industry qualifications

Job description

Claranet is seeking a Shift Engineer for its Service Assurance team in the United Kingdom. The role focuses on proactive management of monitoring outputs, incident triage, and maintaining service reliability by following defined processes.

You will work closely with the Service Assurance Shift Leader to meet objectives, respond to alerts, and ensure effective resolution within set SLAs while keeping customers informed throughout the lifecycle.