Technical Service Delivery Engineer

Gloucester, UK
01 Jul 2019
23 Jul 2019
Contract Type
Full Time
Position summary

Claranet is one of Europe's leading managed IT services providers with annual revenues of around £325 million and over 1800 employees in 24 offices. We have over 500 staff in the UK with offices in London, Gloucester, Warrington, Bristol and Leeds.

The Technical Service Delivery (TSD) team covers 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 delivery and change related out of hours escalations from 24x7 shift team.

Whilst we operate from within the Network Business Unit we provide technical expertise across a large number of Claranet's services with the customer being our primary consideration. The delivery of a high-quality service that our customers can trust and the development of our people are at the heart of everything we do.

If you relish technology application, problem solving and customer interaction and want to work with a team that can help you expand your skills and knowledge, we can provide the right environment for you.

Essential duties & responsibilities

As a Technical Service Delivery Engineer (Level 2) you will be involved with delivering customer orders and supporting junior colleagues in their delivery of order and change activity. This is a technical role with responsibilities primarily focused on:

  • Successful implementation and ongoing change of customer solutions.
  • Delivery of small-to-medium scale customer implementations/delivery.
  • Providing analysis, feedback, advice and resolving customers and internal team's issues.
  • 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

We will expect you to:

  • Ensure an excellent customer experience
  • Manage varying and fluid workload through 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 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.
  • Able to complete of all tasks within the team including but not limited to changes. Delivery activities, PEW and decommissioning tickets.
  • Maintaining the highest levels of customer service and satisfaction via direct customer communication against all interactions
  • Support to the project office and\or other internal teams
  • Technical planning and involvement in the broader delivery process.
  • Task management and work scheduling
  • Proactively engage with the Project Office to ensure timely delivery of components in support of the solution specification.
  • Following correct process including utilisation & administration of Change and Task/Service Group tickets
  • Technical documentation including updating and storing in defined location
  • Customer testing and successful hand-over into operational support
  • 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 within the team supporting customers as required by business needs or direction of the Delivery management team.
  • 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.

Position specifications


  • 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.
  • Understand the principles and have a minimum 2 years experience of change and delivery, including planning, risk assessment, scheduling and testing within a similar environment.
  • Be highly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitude.
  • Have a strong understanding of network principles, design methodologies and operational environments
  • Have demonstrable practical experience working with the following networking infrastructure:
    • Router - Cisco / Draytek / Meraki.
    • Firewalls - Juniper / Cisco ASA / Fortinet.
    • ADSL, FTTC, Mobile Broadband, Ethernet and Lease Lines.
    • Voice technologies (BT IPT)
    • SSL VPN technologies (Juniper / Pulse / Fortinet)
  • Relevant technical qualification (CCNA, Fortinet NSE4 etc.)
  • 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.
  • Able to migrate solutions between differing network technologies.
  • Have good working knowledge with the following hosting technologies:
    • Load Balancing
    • Email (including O365)
    • 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 customer documentation.
  • 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

Highly desirable:
Previous experience within a managed service provider, professional services or telecommunications environment.
Hands on experience with IP Telephony configuration, provisioning and troubleshooting.
Additional technical and relevant non-technical qualifications.

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