Service Assurance Shift Engineer

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 ..... full job details .....