It Support Engineer

Through a culture of collaboration, learning and opportunity, Customer Service is a community of vibrant and dynamic service and technology experts, executing all facets of our operation with consistency, pride and efficiency.

Technical Operations provide high level technical support to UK business customers. As a team of experienced engineers, we are responsible for the swift repair of complex customer issues where there is no known or documented resolution. We are passionate about effective troubleshooting as well as a second-to-none customer experience. The team are kept on their toes by supporting new and exciting services as the technological world continues to evolve. Here are some of the technologies a successful candidate can expect to provide support for:

• Public Cloud management including Microsoft Azure and AWS

• Veeam, ASR and associated backup technologies

• VMWare support and provisioning

• Windows server management

• Linux server management

• Active Directory and Group Policy

• Microsoft Exchange

Let s cover some of the duties and responsibilities of an engineer in the Technical Operations Team:

• Effective troubleshooting of live complex customer issues ranging from high priority business-critical faults, to requests for information regarding their solution

• Managing incidents by providing quality customer updates as per Claranet s SLAs, whilst maintaining detailed notes in our Service Now ticketing system

• Excellent customer service provided via telephone, our customer portal or even in video conference with clients

• Engagement with additional technical resources outside the team to aid in resolution of incidents, whilst keeping ownership of the customer experience

• Great working relations with our Service Desk and Service Assurance operational teams, for which we act as an escalation point. The Technical Operations Team frequently engages in delivering training or answering ad-hoc questions from our 1st line teams

• Keeping up to date with new and exciting technologies and services that make their way into our Support world. As a senior team we are an important part of ensuring that new services are well supported and documented for the consumption of our department

• Production of documentation to improve our efficiency as a team and wider department in the form of guides, customer solution information, troubleshooting processes and so on

• Participate in an on call rota to provide out of hours support for critical incidents, in line with business requirements

Position Specifications

• An enthusiastic and dynamic engineer who is excited by the challenges of working in a fast-paced support environment

• Passionate about providing first class customer support of both core hosted solutions and newly emerging technologies

• Someone with a relentless appetite for problem-solving and methodical troubleshooting

• A Team player who can slot into a roster of like-minded individuals

Here are some industry-recognised qualifications that are highly desirable for this role:

• AZ-104 Microsoft Azure Administrator

• AWS Cloud Practitioner