Department Summary

Technical operations

Technical Operations manage 3 main functions:

• The technical components of the sales function, and of the delivery of the customer solution.
• The operation of core services provided for customer solutions such as UNIX and Windows servers, network infrastructure and data centres.
• The day to day operation of offices and technology for the running of Claranet as a business.

Customer Support

All our services and solutions are supported by our Customer Support teams. They aim to provide a service that complements the implementation of a delivered service and or solution and works to improve the customer experience.  The Customer support team is made up of four departments; Solution Support, Connectivity, Corporate and Shared Web.

Solution Support

Solution Support are a team of engineers who are dedicated to providing first class technical support to our Service Managed, International, Managed Hosting and VPN:ng customers. They aim to retain ownership of customer incidents to resolution and strive to deliver first time fixes wherever possible.

The team is experienced in configuring and troubleshooting a wide variety of equipment such as Cisco and Netscreen technologies as well as Windows and Red Hat environments. They are directly supported by, and work closely with, the Solution Engineering team.

They are also responsible for monitoring our customers' solutions and connectivity, resolving service issues where required.

Connectivity

The Connectivity team are a group of engineers dedicated to the resolution of support problems relating to dialup and DSL connections.  They are a phone based team who work with the customer to resolve connectivity problems via the telephone.

The Connectivity team are also responsible for the escalation and management of connectivity problems with our suppliers.

Corporate Support

Our Corporate Support team are the first point of contact for our private circuit and managed firewall customers. This team of engineers is made up from people who have previously worked with customers offering support by phone and e-mail.

We look for people who have had hands on experience with Cisco and Netscreen technology supporting and managing equipment remotely at customer sites. Engineers working in this team have to be methodical and detailed in their work and be keen to resolve customer queries as quickly and efficiently as possible.

Shared Web Support

The team is the point of contact for customers with a shared hosting product.

The team supports customers with a Clarahost service, email, associated anti-virus and anti-spam protection, web site, DNS changes and general enquiries on domain names registration, renewals and transferrals.

Provisioning

The provisioning team liaises with both Claranet customers and suppliers to ensure products are delivered within service level agreements, timely updates and interaction through. Customer representatives advise on technical familiarity with all provisioned products.

Service Management

This department proactively manages regular contact with our most important customers to ensure any service issues are dealt with effectively. Service managers act as the customer's champion and ensure that they are the main focal point of customer interaction.

Administration

The Admin team mirrors the 1st and 2nd Line Support functions but deal with email rather than phone support. In addition, the Admin department own the Hostmaster and Abuse function within Claranet. Applicants should excel at customer service, be able to work using their own initiative and within a team, be composed under pressure.

Marketing

Claranet's in-house marketing team are involved with diverse activities, including organising internal and external events, Claranet's presence at exhibitions, production of magazines, direct mail and various other collateral. They manage the PR, advertising and design and work with external agencies. The marketing department is an integral part of Claranet's business and its future development.

Finance, Including Accounts Payable, Credit Control

The Finance team works together with the Group, suppliers and customers to ensure that our finances are managed in an efficient and controlled manner. This includes putting consistent financial processes in place, making sure the business receives timely and accurate performance reports and offering support on all financial matters.

Facilities

Facilities ensures the maintenance of the office premises, liaising with landlords' agents and contractors where necessary. All staff enjoy a comfortable workplace and are provided with all the stationery, furniture and general service they need.

Sales

Working to monthly sales targets we sell Claranet services directly into the Small and Medium-sized Business (SMB), Enterprise and Public Sector markets and also indirectly through our Partners department. Our sales consultants are dedicated to understanding and fulfilling our customers' technology requirements.

Human Resources

The Human Resources department ensures that Claranet excels in all of its activities by:

• Deploying the best practice in recruitment and retention to attract the highest calibre of people.
• Encouraging and enabling personal and professional growth and the performance and development of individuals and teams.
• Striving for equality of opportunity in all that we do.
• Designing and implementing fair and appropriate policies, procedures and rewards.