Technical Service Technician - 12 month FTC

CityFibre provides wholesale connectivity to multiple business and consumer service providers, local authorities and mobile operators. 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.

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 is some of what you can expect to be doing:

• Responding to incoming calls from customers, diagnosing faults and providing timely resolutions
• Monitoring the network management system to detect and prevent potential issues
• Escalating complex faults to the appropriate teams when necessary
• Working within agreed SLAs to maintain service excellence
• 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
• 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 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 careers@cityfibre.com. We want to help!