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- Tasks: Troubleshoot and solve advanced technical issues while supporting the team during major incidents.
- Company: GoFibre, a pioneering broadband provider transforming connectivity in rural Scotland.
- Benefits: 31 days holiday, gym discounts, enhanced pension, private healthcare, and career coaching.
- Why this job: Join a dynamic team making a real impact on digital connectivity for communities.
- Qualifications: Experience in networking principles and customer problem management required.
- Other info: Collaborative environment with opportunities for personal and professional growth.
The predicted salary is between 30000 - 40000 £ per year.
Location: Edinburgh Office Hybrid
Work Pattern: 37.5 hrs per week, based on a rotational shift pattern between 8am - 8pm
Benefits: 31 days holiday, discounted gym membership, enhanced pension, private healthcare, employee wellbeing support and career coaching
WHO WE ARE
At GoFibre we’re on an exciting journey to revolutionise broadband capabilities for homes and businesses in rural towns and villages across Scotland and the north of England, connecting communities and affording them digital capability equal to their city counterparts; whilst being as environmentally conscious as possible, and creating social value in the areas we serve.
Our story is only just beginning. We’re growing fast and we don’t intend to slow down anytime soon as we play our part in ensuring future-proof full fibre coverage. We continue to raise investment for our infrastructure, service and people through our top‑notch partnerships, and we’re confident and enthusiastic about what is coming next for the GoFibre family, as we strive to connect hundreds of thousands of homes and businesses.
We have fantastic offices to allow colleagues to connect and catch up, one in central Edinburgh (with stunning 360 views of the city) and another in the coastal town of Berwick Upon Tweed; both a short walk from transport links.
HOW WE WORK
Collaboration, innovation, commitment, continual improvement of our business and ourselves, are the cornerstones of what creates our collective success. No two days are the same; the landscape is constantly changing, and we think on our feet, move fast and tackle challenges and opportunities head on. We’re always learning and we thrive under pressure, because we support one another and have some laughs along the way. We’re all in this together, as we navigate the road less travelled, pushing the boundaries of what we can deliver and the professionals we can become. We take care of each other and care about work‑life balance and wellbeing.
Sound like the kind of place you want to work? If so, read on.
THE TEAM
Our Technical Support team is right at the heart of keeping GoFibre running smoothly. They’re the people who jump on complex incidents, steady the ship during major network events, and make sure our customers stay connected when it matters most. They work across teams, spot issues early, guide the wider operational crew, and keep senior leaders informed so decisions can be made quickly and confidently.
WHAT YOU WILL BE WORKING ON
- Troubleshooting, solving and documenting advanced technical incidents and problems related to company products and services
- Acting as an escalation point and incident manager of significant network events
- Providing support to the Technical Support Manager through major incidents
- Providing support and leadership to all members of the operational workforce
- Regularly updating senior leadership on current incident and problem workload, owning and escalating faults to resolution
- Liaising with internal and external users to ensure incidents and problems are fully understood across a variety of stakeholders
- Highlighting and escalating major outages to ensure key decisions are made swiftly and decisively
- Network configuration and support across the estate, including backup management, config management, systems administration and related tasks
WHAT YOU WILL BRING TO THE ROLE
- Experience in networking principles including TCP/IP
- Extensive experience in managing customer user problems
- Hands‑on experience in switching and routing
- Knowledge and understanding of an ISP FTTP / FTTC network
We love that everybody is different, and we believe a diverse workforce will be our strength. We ensure equal opportunity, champion inclusion and we actively encourage applications from suitably qualified candidates regardless of age, disability, gender, race, religion or orientation. Together, we’re all part of the rich GoFibre family and we’re unified by our goals, inspiring our teams to challenge the norm and deliver best‑in‑class service to our customers, all whilst encouraging and appreciating one another.
Are you ready for the challenge? Get in touch now, we can’t wait to hear from you!
Interested in building your career at GoFibre? Get future opportunities sent straight to your email.
Line 2 Technical Support in Edinburgh employer: GoFibre
Contact Detail:
GoFibre Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Line 2 Technical Support in Edinburgh
✨Tip Number 1
Network, network, network! Reach out to folks in the industry on LinkedIn or at local tech meetups. You never know who might have a lead on that perfect 2nd Line Technical Support role.
✨Tip Number 2
Prepare for those tricky technical questions! Brush up on your networking principles and be ready to showcase your hands-on experience with switching and routing. We want to see you shine in those interviews!
✨Tip Number 3
Don’t forget to follow up after your interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role and keeping you top of mind for the hiring team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the GoFibre family.
We think you need these skills to ace Line 2 Technical Support in Edinburgh
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the 2nd Line Technical Support role. Highlight your networking knowledge and any hands-on experience you have with switching and routing.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're excited about joining GoFibre. Share specific examples of how you've tackled technical challenges in the past and how you can contribute to our mission of connecting communities.
Showcase Your Problem-Solving Skills: In your application, emphasise your ability to troubleshoot and resolve complex technical issues. We want to see how you approach problems and what strategies you use to ensure customer satisfaction.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the quickest way for us to receive your application and start the conversation about your future with GoFibre!
How to prepare for a job interview at GoFibre
✨Know Your Tech Inside Out
Make sure you brush up on your networking principles, especially TCP/IP. Be ready to discuss your hands-on experience with switching and routing, as well as any specific incidents you've managed in the past.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled complex technical issues before. Think about times when you acted as an escalation point or managed significant network events, and be ready to share those stories.
✨Understand the Company Culture
Familiarise yourself with GoFibre's mission and values. They value collaboration and continual improvement, so think about how you can demonstrate these qualities during your interview.
✨Ask Insightful Questions
Prepare thoughtful questions that show your interest in the role and the company. Inquire about their approach to incident management or how they support their team during major outages to show you're engaged and proactive.