Technical Service Tier 3 Technician - 12 month FTC

CityFibre; Dawley; Hybrid; GBP 29,000 - 35,000; Full time

Job summary

A leading fibre-only network provider in the UK is seeking a Technical Service Tier 3 Technician on a 12-month contract. This hybrid role involves managing operational incident queues, ensuring customer service quality, and collaborating with various teams. Ideal candidates will possess experience in technical customer support, knowledge of networking principles, and excellent communication skills. Comprehensive benefits are provided, including generous annual leave and medical insurance.

Benefits

25 days annual leave

Private medical insurance

Family-friendly policies

Qualifications

• Experience in high-quality technical customer support.
• Knowledge of networking principles, including IPv4 routing and WAN technologies.
• Experience with internet services such as GPON and XGSPON.

Responsibilities

• Support customers through incident management and service requests.
• Diagnose faults and collaborate with internal teams and third parties.
• Proactively monitor the network to prevent incidents.

Skills

High-quality technical customer support

Networking principles

Excellent communication skills

Proactive approach

Tools

Cisco

Firewalls

Fibre Optic Networks

Job description

A 4-week shift pattern with one week including 3 x 12 hr days (Friday to Sunday) and four days off the following week. A mix of early shifts (08:00-16:30/17:00) and late shifts (11:30-20:00). This hybrid role offers a great balance of home and office working, requiring presence in the local office at least 3 days a week.

Join CityFibre, the UK's largest fibre-only network and a leading wholesale challenger, as a Technical Service Tier 3 Technician on a 12-month FTC. You will manage operational incident queues, ensuring high-quality customer service, and work closely with colleagues across the Technical Service Centre (TSC) to meet performance metrics, SLAs, and business objectives.

Salary up to £35,000 plus a 7.5% shift allowance, performance bonus, and benefits focused on your wellbeing. Key responsibilities include:

1. Supporting customers through incident management, problem resolution, and service requests
2. Diagnosing faults and collaborating with internal teams and third parties
3. Proactively monitoring the network to prevent incidents
4. Leading technical customer calls and providing clear updates
5. Maintaining knowledge base articles for colleagues
6. Participating in major incident management and continuous improvement initiatives

CityFibre is committed to diversity and inclusion, being a Times Top 50 Employer for Gender Equality, endorsed by WORK180, and a Disability Confident Leader. We support various community initiatives and foster a culture of belonging.

Ideal candidates will have:

• Experience in high-quality technical customer support
• Knowledge of networking principles, IPv4 routing, WAN technologies (preferably Cisco)
• Experience with internet services such as Firewalls, GPON, XGSPON, and Fibre Optic Networks
• Excellent communication skills, translating technical info into customer-friendly updates
• A proactive approach and willingness to suggest improvements

We offer comprehensive benefits, including 25 days annual leave, birthday and charity days off, private medical insurance, and family-friendly policies.