Gloucester
Customer Operations
Competitive

About The Role

As a Technical Solutions Engineer in the Cloud discipline, you will assist in overseeing the management of Claranet’s customer solutions, focused on the Public Cloud platforms. As a team, Technical Solutions are responsible for ensuring a solution is understood both by Claranet and the customer, that it is fit for purpose based on the requirements and roadmap of the customer, and that it is supportable by way of accurate documentation and process. In addition, as a member of the Technical Solutions team, you shall be responsible for contributing to the development and progression of junior colleagues, to ensure department-wide upskilling within the cloud platforms.

  • Build and maintain strong working relationships with our key Customers and act as a trusted technical advisor
  • Manage varying and fluid workload through tickets, engagements and customer interaction
  • Act as a technical escalation point for the business, including Support, Pre-sales and Implementation
  • Provide on-call support to the business on a rotary basis
  • Suggest, provide and develop tools and systems that aid and simplify working practices
  • Lead in the development of new products and services, including new product testing, training and documentation, and systems integration
  • Work closely with Service Transitioning to ensure smooth and accurate solution transition between Implementation and Support
  • Participate in the composition and providing of training, process and general documentation to share knowledge and expertise across the business
  • Represent Claranet in technical meetings and calls with our largest customers and act as the support owner for those customers
  • Demonstrate ownership and responsibility for process, documentation and the understanding of what the future holds for our key customers.
  • Perform solution health-checks and benchmarks based on gathered metrics and requirements of the customer’s solution
  • Demonstrate a reduction in repeat incidents due to best practice architecture, process and systems creation
  • Be continually aware of market best practices
  • Work with Claranet’s other support teams to ensure service levels are met during high impact and complicated cases
  • Act as an advocate for the wider support function
  • Maintain a deep understanding of Claranet’s services and solutions

About You

Essential

  • A very comprehensive understanding of hosting technologies, including:
    • Extensive knowledge and experience with Windows Server 2012, 2016 & 2019
    • Linux Redhat, Debian & CentOS
    • Web servers and associated technologies: IIS, Apache, NGINX
    • Terminal services including Citrix, Windows Terminal Services and RDS
    • Foundational knowledge of databases: MySQL, MSSQL, PostgreSQL
    • File and database server clustering
    • Active Directory and associated services: DNS, DHCP, Group Policy
    • Virtualisation; VMWare ESXi version 5 and above
    • Enterprise backup and recovery solutions such as Zerto and Veeam
  • Excellent, in-depth knowledge of at least one Cloud platform and associated technologies
  • Familiarity with HashiCorp image and automation technologies (Packer, Terraform)
  • Experience with web services, APIs and their language/syntax: REST, JSON, XML
  • Experience with programming and development languages/frameworks: Powershell, Bash, Python
  • Excellent communication skills, both written and verbal, and highly presentable to customers
  • Ability to translate technical language for the appropriate audience
  • Ability to work in a high-pressure environment in terms of volume and intensity of activity
  • Ability to deliver targeted objectives on time and to the expected quality. Takes pride and ownership in all work delivered
  • Decision maker, able to act decisively under pressure and be assertive when necessary within the parameters of the role
  • Strong understanding of Claranet’s products and services
  • Able to work autonomously, identifying and prioritising tasks; experienced enough to know when to seek input from others
  • Highly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitude

    Highly desirable:

  • Previous experience of working for a service provider in a customer-facing technical role
  • Driving license with ability to travel within the UK if required
  • Hold relevant technical accreditations
  • Experience with containerisation platforms: Kubernetes, Docker
  • Experience with automation systems such as Ansible, VMWare vRO, Puppet
  • Understanding of database structure and design
  • Understanding of NoSQL database systems: Redis, MongoDB

About Us

At Claranet, our community of support teams pride themselves on ensuring our Customers get the most out of our wide and varied service portfolio, while striving to achieve our mission; to help them to do amazing things. Through a culture of collaboration, learning and opportunity, we nurture a vibrant and dynamic community of service and technology experts, executing all facets of our operation with consistency, pride and efficiency.

Reporting to the Technical Solutions Lead, the Technical Solutions Cloud Engineer is an engineering role, responsible for the oversight, supportability and success of Claranet’s products and customers, focused primarily on the Public Cloud platforms of Azure, AWS and GCP. The team, consisting of specialist technology experts, will be working with Claranet’s customer base in collaboration with Service Managers, Solution Architects and the wider Support community to ensure best-practice, scalable, well understood and smoothly operating solutions.

Outside of specific customer duties, the Technical Solutions Engineers will also provide engineering and development functions within Claranet’s Support team. This includes escalated customer support, composition and delivery of training, new and enhanced product and system development and transition support from Implementation through to in-life Support.

So, if you’re a technical expert who would relish in the challenge of running large and complex solutions and want to work with a team of like-minded individuals, Claranet, one of Europe’s leading managed IT services providers, could provide the right environment for you.

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