Shift Engineer

The Role

The Service Assurance Team is central to the operation, overseeing complex technology solutions, troubleshooting problems and providing proactive support for services spanning the breadth of the Claranet portfolio. The team operates in shifts around the clock to identify any deviations from expected operating levels and acting to prevent or minimise the impact to Claranet’s customers. As part of the Customer Support and Service Assurance function, the team is required to maintain the organisation’s high standards for engagement whilst delivering service across a range of communication channels.

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, as well as acting as Claranet’s Service Desk outside of core business hours.

Key Responsibilities

• [Respond to alerts generated by Claranet’s monitoring systems
• 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
• Escalate issues as appropriate and ensure customer expectations are met through responsibility and accountability
• Liaise with third party suppliers to ensure that changes are resolved within the correct time frames according to the product service level agreements
• Proactively develop documentation and knowledgebase increasing the knowledge across teams and improving first point of contact resolution
• Develop a good understanding and technical expertise across Claranet’s entire product catalogue
• Liaise directly with Engineering teams in order to further develop troubleshooting processes
• Take responsibility for all out of hours duties including stack management, PRs and planned engineering work communication
• Provide remote hands and eyes services to all Claranet Departments and its customers
• Troubleshoot and repair of hardware faults and the installation of spares or components as required
• Carry out physical checks and audits as required by the business and its customers

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
• Self-motivated and able to work under pressure
• Proven analytical and problem-solving skills

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.

Ready to take the next step in your career with Claranet? Click ‘apply’ – we can’t wait to meet you!

To view full job description please visit our careers page