Technical Service Technician

CityFibre; Irlam; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading digital infrastructure company in the UK is seeking a Technical Service Technician to provide exceptional customer support. This hybrid role involves troubleshooting network issues and monitoring systems to ensure service excellence. Ideal candidates should have a strong technical background, including knowledge of WAN technologies and network administration. A competitive salary, shift allowance, a performance-related bonus, and comprehensive benefits are offered.

Benefits

25 days annual leave

Private medical insurance

Day off on your birthday

Qualifications

• Strong technical background with excellent troubleshooting skills.
• Solid technical support experience.
• Experience in diagnosing and resolving customer network issues.

Responsibilities

• Responding to incoming calls from customers and providing timely resolutions.
• Monitoring the network management system to detect potential issues.
• Escalating complex faults to the appropriate teams.

Skills

Troubleshooting

Network administration

WAN technologies

Job description

This hybrid role offers a great balance of home and office working, with at least three days a week spent in your local office. You'll work a rotating four-week shift pattern, including early shifts (08:00-16:30/17:00), late shifts (11:30-20:00), and one week of three 12-hour shifts (Friday to Sunday) followed by four days off. As the UK's largest fibre-only network, and its only proven wholesale challenger, we're busy setting new standards for what digital infrastructure can and should be. Designed from scratch for the internet, our network is greener, more reliable and ready for the future. The products we provide over it not only lead the market on speed, value and service, they help businesses to innovate, provide entire communities with a better foundation for their digital lives and support economic growth, locally and nationally. What does that mean for you? The opportunity to make internet connections (and daily life) a whole lot better, for a lot of people! As a Technical Service Technician, you'll play a key role in providing exceptional customer support by troubleshooting and resolving network issues. Working within a well-defined process, you'll use logical thinking to diagnose and resolve faults efficiently, ensuring minimal disruption for customers. You'll also proactively monitor our network management system to help prevent future incidents, collaborating with the wider Service Desk and NOC teams. You'll receive a competitive salary, plus a 7.5% shift allowance, performance-related bonus, and a range of benefits designed to support your financial, physical and mental wellbeing.

• Responding to incoming calls from customers, diagnosing faults and providing timely resolutions
• Monitoring the network management system to detect and prevent potential issues
• Escalating complex faults to the appropriate teams when necessary
• Working within agreed SLAs to maintain service excellence
• Collaborating with colleagues across the Service Desk and NOC teams, We're a Times Top 50 Employer for Gender Equality. We're endorsed by WORK180 and we're a partner of Diversifying. We have pledged our commitment to the Armed Forces Silver Covenant, Care Leaver Covenant and we're a Disability Confident Leader. Working together with our Employee Communities, we’re wholly committed to ensuring that our people's voices are heard, and that everyone feels a sense of belonging and pride to be a part of CityFibre. If you'd like to explore our culture and values, check out The CityFibre Way.

Requirements

• A strong technical background with excellent troubleshooting skills.
• Solid technical support experience.
• Knowledge of WAN technologies.
• Experience in diagnosing and resolving customer network issues.
• Understanding of Internet Services, including DSL, Ethernet, Firewalls, GPON, and routing protocols.
• Network administration experience.

We want to offer you all the support you need to thrive inside and outside of work. This means giving you the tools to grow your career with us, as well as a comprehensive benefits package that you can adapt to your lifestyle. This includes 25 days annual leave, a day off on your birthday, a day off to support a charity or organisation of choice, a range of wellbeing and savings initiatives including private medical insurance, and supportive family friendly and menopause policies.