Technical Support Engineer

Job Title: Technical Support Engineer

Location: Gloucester (Hybrid position – Fully remote for right candidate)

Salary: Competitive

Job Type: Full Time Permanent

About The Role

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.

Incident Management provide a traditionally 2^nd line 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 Incident Management 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 24/7 operational teams, for which we act as an escalation point. The Incident Management Team frequently engages in delivering training or answering ad-hoc questions from our 1^st 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.

Who are we looking for?

Our ideal candidate will be:

• 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

About The Company

Claranet combine pioneering technologies, practices, and expertise to propel our customers ambitions. Through a vibrant customer centric culture of collaboration, learning, and opportunity, we nurture a dynamic community of the best technology and service expertise spanning cloud, cybersecurity, networks, and unified communications.

Founded in 1996, Claranet has evolved into a multi-disciplinary technology services provider with global reach. The company has annualised revenues of circa £400 million, over 6,500 customers, and more than 2,500 employees in nine countries. In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.

Claranet consistently appears in The Sunday Times Top Track 250 as one of the fastest growing privately-owned businesses in the UK. Our international success is driven by local service, out of local offices, using a mixture of local and international infrastructure, including hyperscaler clouds.

We’re working on building an ever-improving company based on openness, diversity, collaboration, and empathy as our core values, a company that aims to be inclusive for the diverse group of people we get to work with, and where everyone supports each other and celebrates successes together. We want our people to feel engaged, comfortable, and healthy-and to know that they can belong here, no matter their story or background. If this resonates with you, then come and join us.

Please click on the APPLY button to send your CV for this role.

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