Technical Service Technician

Overview

This hybrid role offers a great balance of home and office working, with at least three days a week spent in your local office. You\’ll work a rotating four‑week shift pattern, including early shifts (08:00–16:30/17:00), late shifts (11:30–20:00), and one week of three 12‑hour shifts (Friday to Sunday) followed by four days off.

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! 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 competitive salary, plus a 7.5% shift allowance, performance‑related bonus, and a range of benefits designed to support your financial, physical and mental wellbeing.

Responsibilities

• 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

Qualifications

• 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 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 careers@cityfibre.com. We want to help!