Careers

Clarity are seeking applicants for the following opportunities:

• Professional Services Engineer

Scroll to learn more about each one. 

Professional Services Engineer

ROLE SUMMARY

This is a team-based role in our Jersey office relating to the provision of various IT related support services to existing Clarity clients. You will report to the Head of Department and have a primary responsibility for supporting our clients both remotely from our Jersey Office and onsite at their offices, including regular weekly visits, if required. If this is the case this will be reviewed with your Line Manager and an appropriate rota will be mutually agreed. A valid and clean driving license to travel to client locations is required

You will be a member of our Professional Services Team focused on providing an excellent service to all of our clients. It is expected that you build and maintain strong working relationships with key business users, colleagues and providers to Clarity.

KEY ACTIVITIES & RESPONSIBILITIES

 Tasks will include;

• Assisting end users with the diagnosis and resolution of desktop, network and server issues.
• Communicate and manage client expectations – especially around system downtime.
• Diagnose and resolve hardware, software, and network issues.
• Install and configure computer hardware, software, network devices, printers, and scanners.
• Travel to client locations to troubleshoot and resolve technical issues.
• Confidently and appropriately respond to, log and resolve incoming support enquiries., escalating and investigating in accordance with Clarity support procedures.
• Provide regular feedback and communication with our clients regarding support ticket status to ensure that they are fully aware of progress.
• Collaborate with the customers to ensure that the product configurations meet their business requirements, adding value to their operation.
• Quickly respond to urgent technical problems at different locations.
• Gain knowledge and understanding of the environments used by our clients.
• Carefully track and document all issues and resolutions in detail and record time correctly and accurately into the Clarity ticketing system.
• Take an active role in the engineering tasks and spend a significant proportion of your time supporting our clients.
• If required, conduct daily health checks and preventative maintenance checks and logging service tickets where required in order that these can be remediated.
• Supporting and providing assistance to the other team members and an escalation of tickets as required with a pragmatic, common sense approach to troubleshooting.
• Provide a good standard of oral and written communication when engaging with clients.
• Ability to create detailed documentation.
• Build and maintain sufficient knowledge of products, services and company philosophy as the role demands.
• Develop and work to best practices for configuration and deployment of new and existing software and hardware.

ADDITIONAL RESPONSIBILITIES

• Achieve and maintain relevant qualifications applicable to your role, with a particular focus on relevant document management and Microsoft 365 / Azure Certifications. We will expect you to take responsibility for determining your training plan in conjunction with your Head of Department and our Training Manager.
• Excellent time management and organisational skills, and ability to handle multiple concurrent tasks with minimal supervision.
• Willingness to assist Clarity staff in completing their duties including support calls, project work, office moves, and general office work as required.
• Work positively and communicate professionally across teams in order to make an effective contribution to team tasks and team spirit.
• Provide professional, competent and excellent customer service at all times.
• Be dependable, presentable and polite as the company’s representative both over the phone and at customer sites.
• Combine being a team player with being able to work independently.
• To maintain excellent relationships with colleagues and customers.
• Communicate professionally with colleagues and customers via various channels (email, chat, telephone.)
• To adhere to helpdesk procedures and processes, the Company Handbook and Security Management Policies (ISMS.)
• Keep information security at the forefront of mind at all times.
• Any other duties that fall within the job-holder’s capabilities.