Please note, this is an agile role. Once fully competent, you will be expected to work in the Telford office on Tuesdays, Wednesdays, and Thursdays, with the flexibility of agile working.

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 an Technical Service Technician

The Technical Service Analyst will troubleshoot and resolve customer issues while maintaining exceptional customer service and support quality. Operate within well-defined processes, thinking logically and calmly to resolve issues. Handle incoming calls from customers, diagnose network faults efficiently, achieve timely incident resolution, and monitor the network management system to prevent future incidents, in collaboration with the Service Desk and NOC teams.

You’ll receive a salary of up to £25K, 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:

• Respond to incoming customer calls and provide timely resolution to issues and queries
• Diagnose faults within the network and escalate issues where necessary
• Work within agreed SLAs and monitor the network management system

What you’ll bring to the role

• Technical support experience, preferably with knowledge of WAN technologies, network administration, and Internet services (WDSL, Ethernet, Firewalls, GPON, routing protocols) is desirable but not essential
• Familiarity with Windows operating systems, MS Office packages, and ServiceNow
• Proficient in troubleshooting and resolving/escalating customer issues
• Understanding of customer service and ability to work under pressure
• Adaptable, autonomous, self-starter with a focus on self-development
• Customer service experience across all communication channels

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 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.

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 [email protected]. We want to help!