Technical Service Delivery Engineer

10 Jan 2018
09 Feb 2018
Contract Type
Full Time

Claranet is one of Europe's leading managed IT services providers. We offer businesses hosting, networks and communications services. We have over 6,500 customers and an outstanding record for delivering high quality solutions, across a wide range of industries. With over 1,800 employees, we are based in 24 offices across Europe and in Brazil. We have UK offices based in London, Gloucester, Bristol, Warrington, Leeds and Theale.

The technical delivery team cover customer installations, moves, adds and changes for Claranet across a diverse set of technologies. Involved in the entire life-cycle from design through to de-commission, the team is responsible for ensuring all activities meet the customer design requirements and are completed right first time and on time. It operates in a shift pattern covering the core hours of the business and operating an on-call facility for all out of hours escalations from 24x7 shift team.


This is a technical engineering role with responsibilities primarily focused on

• Successful implementation and ongoing change of customer solutions.
• Providing analysis, suggestions, solutions, resolution and advice to customers and to other internal teams.
• Troubleshooting and rectification of issues associated with the implementation and\or change of customer solutions
• Supporting the wider infrastructure teams in installation and change activities on shared platforms


• Ensure an excellent customer experience
• Manage varying and fluid workload though tickets and customer interaction
• Responsible for ensuring new solutions and in-life changes are delivered successfully, on time and within budget
• Providing support to other teams in ensuring customer solutions are available and operating as designed
• Working closely with other internal teams to build and develop our product offering and customer credibility
• Focus on network and communication technologies including but not limited to WAN, LAN, Firewall and IP Telephony
• Have a broad understanding and experience of hosting technologies
• Identify improvements to increase efficiency and effectiveness of the team
• Proactively evaluate tools that aid and simplify working practises


Responsibilities include:

• Ensuing the successful completion of activities associated with customer installation, move, add or changes including but not limited to:
• Technical planning and involvement where required in the broader solution planning via the project office
• Task management and work scheduling
• Progress communication with a focus on direct customer updates against all interactions
• Following correct process including utilisation & administration of Incident, Change and Project tickets
• Technical documentation including updating and storing in defined location
• Customer testing and successful hand-over into operational support
• Maintaining the highest levels of customer service and satisfaction via direct customer interaction and support to the project office and\or other internal teams
• Support in the pre-and post sales design activities to ensure that customer solutions are technically sound and supportable long term
• Act as a point of escalation for the Service Operations team closing tickets and supporting customers as required by business needs or direction of the department manager.
• Document technical and process lessons learned and share those lessons with team members to enable continuous improvement, consistency and excellence in quality.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships.
• Support the Product team with testing and development as required to ensure technical product releases and enhancements are delivered on time and on budget.
• Comply with and help to enforce standard policies and procedures.
• Handover of customer’s solutions to in-life support ensuring that any network diagrams, special instructions or supporting documentation specific to the customer’s environment are clearly described and logical.
• The support of out of hours work as required and involvement in an out of hours on-call rotation.
• Provide training to develop team members through good product knowledge, passion and commitment.


The ideal candidate will:

• Be a self-starter with desire to learn new technologies and ways of working
• Have a proven record of accomplishment in providing customer support and understand that the customer experience is critical for success
• Be highly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitude.
• Have understanding of network principles, design methodologies and operational environments
• Understand the principles of change including planning, risk assessment, scheduling and testing.
• Have practical experience working with the following networking infrastructure:
- Cisco.
- Firewalls – Juniper / Cisco ASA / Fortinet.
- ADSL, FTTC, 3G, Ethernet and Lease Lines.
- Voice technologies (Avaya, Cisco call Manager, Hipcom etc)
- SSL VPN technologies (Juniper/Fortinet)

• Install, configure and maintain leading router and switching protocols including but not limited to SNMP, SIP, RTP, Netflow BGP, OSPF, QoS, MPLS, HSRP and EIGRP.
• Have practical experience working with the following hosting technologies:
- Load Balancing
- Email (SMTP and POP mail delivery)
- Microsoft Exchange Server infrastructure
- Domain Names and DNS Management
- Anti-Virus and Web Security services
- Hosting (VMware/Windows/Linux)

• Ability to work in a highly pressurised environment in terms of volume and intensity of activity.
• Proven collaboration skills and strong written/oral communication skills.
• Experience of writing technical solution documentation addressing customer requirements.
• Ability to deliver against goals as part of a team or as an individual.
• Experience of data centre network technologies.
• Ability to translate technical language for the appropriate audience

Additionally, the following skills would be desirable but are not essential.

• Previous experience within a managed service provider, professional services or telecommunications environment.
• Hands on experience with IP Telephony configuration, provisioning and troubleshooting.
• Relevant technical qualification

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