Technical Service Technician - 12 month FTC

TN United Kingdom; Telford; Hybrid; GBP 27,000 - 32,000; Full time

Job summary

Join an innovative company as a Technical Service Technician, where you'll play a vital role in enhancing customer experiences by resolving network issues. This hybrid position offers a blend of home and office work, ensuring a balanced lifestyle. You'll engage in troubleshooting, network monitoring, and collaboration with dedicated teams to maintain service excellence. With a competitive salary and a comprehensive benefits package, this opportunity allows you to grow your career while contributing to a greener, more reliable digital infrastructure. Be part of a team that values diversity and supports your well-being.

Benefits

25 days annual leave

Birthday off

Charity support day

Private medical insurance

Family-friendly policies

Menopause policies

Qualifications

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

Responsibilities

• Responding to incoming calls from customers and diagnosing faults.
• Monitoring the network management system to prevent potential issues.
• Collaborating with colleagues across the Service Desk and NOC teams.

Skills

Technical Support

Troubleshooting

WAN Technologies

Network Administration

Internet Services

Job description

Client:

CityFibre

Location:

Telford, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

f87ff8e034c7

Job Views:

4

Posted:

02.05.2025

Expiry Date:

16.06.2025

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, but also 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!

Joining us as a Technical Service Technician 12m FTC

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 salary of circa £27,000 per annum, plus a 7.5% shift allowance, performance-related bonus, and a range of benefits designed to support your financial, physical, and mental wellbeing.

This role involves:

1. Responding to incoming calls from customers, diagnosing faults, and providing timely resolutions.
2. Monitoring the network management system to detect and prevent potential issues.
3. Escalating complex faults to the appropriate teams when necessary.
4. Working within agreed SLAs to maintain service excellence.
5. Collaborating with colleagues across the Service Desk and NOC teams.

What you’ll bring to the role

A strong technical background with excellent troubleshooting skills. You’ll also have:

• 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.

Diversity, Inclusion & Belonging

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 Covenant and we’re a Disability Confident Employer. Working together with our Employee Networks, 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.

What you can expect from us

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

We are committed to creating a sense of belonging for everyone. We celebrate our differences and work to ensure everyone has the best chance to succeed, starting with our recruitment process. We welcome applications from all backgrounds and identities. If you need support or reasonable adjustments during the application process, please email us at [e-mail].

Please note: If you are not a passport holder of the country for the vacancy, you might need a work permit. Check our Blog for more information. Do not include bank or payment details when applying. All applications should be made via the 'Apply now' button.

Created on 02/05/2025 by TN United Kingdom