Technical Service Tier 3 Technician - 12 month FTC

CityFibre; Irlam; Hybrid; GBP 31,500 - 38,500; Full time

Benefits offered by this job

25 days annual leave

Private medical insurance

Performance related bonus

Job summary

A leading telecommunications company is seeking a Technical Service Tier 3 Technician for a 12-month fixed-term contract in Irlam. You will manage incident queues and ensure high-quality service for customers. Ideal candidates will have strong technical and customer service experience, including knowledge of networking principles and WAN technologies. The role offers a competitive salary and a hybrid working environment.

Qualifications

• Experience delivering high-quality customer service in a technical support environment.
• Knowledge of networking principles, IPv4 routing, and WAN technologies.
• Ability to translate technical data into customer-friendly updates.

Responsibilities

• Managing day-to-day operational incident queues.
• Diagnosing faults efficiently and collaborating to resolve issues.
• Leading technical customer calls and translating complex issues into clear updates.

Skills

Customer service experience

Knowledge of networking principles

Excellent communication skills

Proactive mindset

Tools

Cisco knowledge

Experience with Firewalls

Fibre Optic Networks

Job description

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Job Description

Shifts of varying length including weekend working

A 4 week shift pattern with one week including 3 x 12 hr days Fri-Sun with four days off the following week. A mix of early shifts 08:00-16:30/17:00 and late shifts 11:30-20:00.

Job Description

Shifts of varying length including weekend working

A 4 week shift pattern with one week including 3 x 12 hr days Fri-Sun with 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. You’ll join your colleagues in your local office at least 3 days a week.

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!

Joining us as a Technical Service Tier 3 Technician – 12m FTC

As a Tier 3 Analyst, you will be responsible for managing day-to-day operational incident queues, ensuring a high-quality service experience for every CityFibre customer. You’ll work closely with colleagues across the Technical Service Centre (TSC) and play a key role in meeting performance metrics, achieving customer SLAs, and delivering business objectives.

You’ll receive a salary of up to £35,000 plus a 7.5% Shift Allowance, a performance related bonus, and a range of benefits to support you across your financial, physical and mental wellbeing.

This is some of what you can expect to be doing:

• Providing support for customers, including incident management, problem resolution, and service request fulfilment
• Diagnosing faults efficiently and collaborating with internal teams and third parties to resolve issues
• Monitoring the network proactively to prevent incidents and escalating as needed
• Leading technical customer calls and translating complex issues into clear, actionable updates
• Creating and maintaining knowledge base articles to support colleagues across the TSC
• Contributing to major incident management and continuous service improvement initiatives
  
  
  

What You’ll Bring To The Role

With a strong technical background and customer-focused approach, you’ll thrive in a fast-paced, problem-solving environment. You’ll also have:

• Experience delivering high-quality customer service in a technical support environment
• Knowledge of networking principles, IPv4 routing, and WAN technologies (ideally Cisco)
• Experience working with internet services such as Firewalls, GPON, XGSPON, and Fibre Optic Networks
• Excellent communication skills, with the ability to translate technical data into customer-friendly updates
• A proactive mindset, willing to suggest improvements and contribute to process enhancements
  
  
  

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 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.

What You Can Expect From Us

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.

Additional Information

We want to create 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. No matter your background, family or carer status, ethnicity, sexual orientation, religion, age, disability, gender, or gender identity, we welcome your application. If you need any support or reasonable adjustments throughout the application process, please email us at [e-mail]. We want to help!

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Telecommunications and IT Services and IT Consulting

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