Business Customer Operations Engineer

We are looking for candidates who would like to feel connected to future technologies and change, global opportunities, personal development, and working in a great team. Passionate about their people and communities, the ideal individual would hold the following skills:

• Excellent customer service skills
• General IT/technology understanding
• Highly motivated and willing to develop/learn
• Good problem-solving skills
• Excellent Communication skills, both verbal and written
• Candidates must be able to commit to the required shift pattern.
• A full valid driving license (must have full license prior to applying)
  

To drive the role forward, the individual will become an integral part of the frontline support team for our business customers, providing a seamless and professional service that ensures their requests and issues are resolved efficiently and to the highest standard. This role demands a strong sense of ownership and accountability, with a strong focus on delivering first-time fixes whenever possible, this role emphasizes taking ownership of customer problems, striving to resolve them independently without escalating to other engineering teams. When escalation is necessary, the successful Business Customer Operations Engineer is expected to actively learn from the resolution process, document the solution, and apply this knowledge to enable first-time resolutions in the future. This job includes front of house responsibilities on a rota basis, greeting customers, allocating access, taking receipt of deliveries.

As a Business Customer Operations Engineer, you will be an integral part of the frontline support team for our business customers, providing a seamless and professional service that ensures their requests and issues are resolved efficiently and to the highest standard. This role demands a strong sense of ownership and accountability, with a strong focus on delivering first-time fixes whenever possible, this role emphasizes taking ownership of customer problems, striving to resolve them independently without escalating to other engineering teams. When escalation is necessary, the As a Business Customer Operations Engineer is expected to actively learn from the resolution process, document the solution, and apply this knowledge to enable first-time resolutions in the future.
Provide first-time resolution to customer incidents wherever possible, taking full ownership of tickets from initial triage through to resolution. Proactively manage and progress incidents in line with agreed SLA targets, escalating appropriately when required. Ensure clear, timely communication with customers and stakeholders, and maintain accurate, high-quality ticket updates throughout the incident lifecycle.
Collaborate closely with engineering, and specialist teams to ensure a consistent and effective service experience from first-line support through to resolution. Maintain ownership of incidents throughout their lifecycle, ensuring seamless hand-offs, timely escalation, and clear communication until closure. Additionally, you may be required to conduct engineering visits to customer sites as needed and participate in a rotational on-call schedule to provide evening, weekend, and bank holiday support.

To perform effectively, you will need a solid understanding of and a willingness to learn key technologies, including Microsoft 365, Microsoft Azure/Entra, Mimecast, networking fundamentals, and telephony solutions. These skills will enable you to troubleshoot and resolve customer issues across a variety of platforms and systems.
The role operates Monday to Friday between 8am and 8pm, with coverage provided by three shift patterns: 8am-4:30pm, 9:30am-6pm and 11:30am-8pm.
This job includes front of house responsibilities on a rota basis, greeting customers, allocating access, taking receipt of deliveries.
This role comes with the responsibility of administering the CAB function on a weekly basis and ECAB's when needed.

A high level of communication and professionalism is essential, alongside the ability to adapt to shifting priorities, work independently, and take full ownership of customer problems to drive them through to resolution.

MAIN DUTIES AND RESPONSIBILITIES Specifically, but not restricted to:

Customer Communication and Support:
o
Handle inbound and outbound calls with enterprise customers in a proactive, professional and courteous manner.
o
Provide regular updates to customers on the progress of their tickets, ensuring high levels of satisfaction.
o
Be the customer advocate within Sure driving for resolution to meet the customers' expectations

Fault Management and Resolution:
o
Triage, troubleshoot, and prioritize faults based on customer impact and urgency.
o
Drive resolution of enterprise customer faults and assistance requests, aiming for first-time fixes wherever possible.
o
Raise, update, and track fault tickets with internal teams, external partners, and customers using the ServiceNow platform.

Operational Support:
o
Manage customer and internal notifications regarding service status and updates.
o
Manage the day-to-day Faults, validate and assign to the respective team member for action, or assign to a different team if relevant.
o
Always monitor the fault backlog and develop clear action plans to address and resolve emerging issues.
o
Support the Change Management process running weekly meetings and facilitating the creation and running of ECAB meetings

Monitoring and Tools Utilization:
o
Use monitoring and management tools to proactively monitor the status of networks and services.
o
Identify and escalate potential service issues before they impact customers.

Collaboration and Improvement:
o
Contribute to ongoing service improvement by identifying areas for enhancement and participating in related projects.
o
Assist with routine network maintenance operations and collaborate with other teams to resolve complex issues.

Technical Support:
o
Provide basic support for Microsoft 365, Microsoft Entra, Mimecast, telephony solutions, and networking systems as required.
o
Offer guidance and assistance for Datacentre and facilities tasks when needed.
o
Conduct site visits when required to resolve customer issues or complete provisioning tasks.
o
Provide basic hands and eyes support for customers when needed.
o
Participate in the out of hours standby and on-call rota.

SKILL REQUIREMENTS

• Essential
  
  Excellent customer service skills
  
  General IT/technology understanding
  
  Highly motivated and willing to develop/learn
  
  Good problem-solving skills
  
  Excellent Communication skills, both verbal and written
  
  Ability to work alone and as part of a team
  
  Ability to commit to the required shift rota pattern
  
  Academic Computing qualifications, ITILv3 or above, or Microsoft 365 fundamentals (MS-900), Microsoft Azure fundamentals (AZ-900)
  
  Participate in the out of hours standby and on-call rota
  
  A full UK Driving license

Desirable

Experience in Customer Service roles is desirable.

Operational experience on IT networks, infrastructure, datacentres, and associated services is also desirable but full training will be provided.

Understanding of Service Now, Cerillion, Sateon, Zendesk, Solarwinds

Any other IT qualifications a distinct advantage, especially Cisco/Microsoft/CompTIA