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.
We take a proactive, always-on approach to service and we will go further than any other by providing a unique end-to-end service experience that spans Public Cloud, cybersecurity, networks and unified communications.
The result: we save our customer’s time and they get the high-performance service experience that is critical to their success.
The 24×7 team works shifts from our Bristol (Abbeywood) office covering 24×7, 365 days per year on a 4 on 4 off pattern, monitoring the Claranet systems and dealing with customer’s faults.
This team is the primary contact for Claranet UK customers out of hours and are exposed to a range of services and technologies including a wide range of private circuits, MPLS, Load balancers, Cisco routers, Juniper Firewalls, hosting technologies (Windows/Linux/VMware), Public Cloud (Azure/AWS/Google) and telephony.
The team is also responsible for the proactive management of customer solutions using output from monitoring systems to identify incidents, triage and maintain service.
Essential duties & responsibilities
The successful candidate will work in a shift team within the Customer Services department. The role will be focused on a number of duties including monitoring and troubleshooting customer solutions as issues arise and ensuring that customer satisfaction and solution availability are at the highest levels. Customer communication must adhere to the standards set out and tickets completed/resolved within SLA. The supported services include domains, SSL VPN, MPLS, Load balancers, Cisco routers, Juniper Firewalls and hosting technologies (windows/Linux/Virtual Data Centre).
About The Candidate
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 £350 million, over 6,500 customers, and more than 2,000 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 hyperscale clouds…… click apply for full job details