Technical Support Analyst

Please note that there is occasional weekend work required as part of our working pattern (e.g. a weekend shift every 3-4 weeks).

We’re changing it up

We’re on a mission to build the UK’s finest digital infrastructure and unleash Britain’s potential. Together, we’re achieving incredible things. We may have big ambitions, but we never lose sight of what matters. That’s why we’ve created an open, inclusive environment where people can be themselves, where wellbeing and mental health come first, where we take a flexible approach to working, and where everyone has the chance to pursue their passions, keep learning and grow their careers. We’re changing up Britain and we’re changing up the workplace with better rewards, more opportunities to grow and the chance to make a difference to communities across the UK.

A rewarding career

We’re passionate about our work and we’re passionate about our people too. With a competitive starting salary depending on experience, when you join the CityFibre family you’ll also enjoy benefits like 25 days’ holiday, a day off on your birthday, a day off to support a charity or organisation of your choice, performance-related bonus scheme, and private healthcare.

How can you change it up?

We are looking for a talented technical support representative to join the team, using their troubleshooting and problem-solving skills to provide exceptional customer service and quality support to our customers.

You’ll operate well within a defined process whilst thinking logically and calmly to resolve issues.

You’ll primarily be answering incoming calls from customers, working with them to efficiently diagnose faults or problems on the network, achieving timely incident resolution. You’ll also be monitoring the network management system to prevent future incidents occurring, alongside the other Service Desk and NOC teams.

What will you bring to the role?

You’ll have solid technical support experience with knowledge of WAN technologies, and the skills to effectively troubleshoot and resolve/escalate customer issues, consistently providing a high level of customer service even when working under pressure.

We are aiming towards creating a working environment which follows ITIL practises, so any previous exposure to ITIL would be beneficial (although not essential).

You’ll also have:

• Experience of dealing with Internet Services – DSL, Ethernet, Firewalls, GPON, routing protocols
• Network administration experience
• Strong customer service and issue resolution skills
• Experience of Windows operating systems and MS Office packages
• 5 GCSE’s as a minimum including English & Mathematics at grade C or equivalent

Our unique culture

We are proud to be an equal opportunity employer; we celebrate diversity, we believe everyone has a voice and we’re committed to creating an inclusive environment for all. Even though we come from different backgrounds and do different jobs, we’re united by The CityFibre Way - our unique code of behaviours that inspires how we think, act and work. We back each other, think smart and act fast, and we’re passionate about giving it our best to build a legacy together.

Ready to start changing it up? Join the CityFibre family today.

CityFibre is committed to providing equal employment opportunities to individuals from all backgrounds, including ethnicity, gender, sexual orientation, gender identity, religion, age, family status and disability. We recognise that everyone is an individual with a wide range of experiences and perspectives and believe this diversity of thought is what makes CityFibre special.