Technical Service Tier 3 Technician - 12 month FTC
Technical Service Tier 3 Technician - 12 month FTC
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Job Description
Shifts of varying length including weekend working
A 4 week shift pattern with one week including 3 x 12 hr days Fri-Sun with four days off the following week. A mix of early shifts 08:00-16:30/17:00 and late shifts 11:30-20:00.
This hybrid role offers a great balance of home and office working. Youll join your colleagues in your local office at least 3 days a week.
As the UKs largest fibre-only network and its only proven wholesale challenger were 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 a Technical Service Tier 3 Technician 12m FTC
As a Tier 3 Analyst you will be responsible for managing day-to-day operational incident queues ensuring a high-quality service experience for every CityFibre customer. Youll work closely with colleagues across the Technical Service Centre (TSC) and play a key role in meeting performance metrics achieving customer SLAs and delivering business objectives.
Youll receive a salary of up to 35000 plus a 7.5% Shift Allowance 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:
Providing support for customers including incident management problem resolution and service request fulfilment
Diagnosing faults efficiently and collaborating with internal teams and third parties to resolve issues
Monitoring the network proactively to prevent incidents and escalating as needed
Leading technical customer calls and translating complex issues into clear actionable updates
Creating and maintaining knowledge base articles to support colleagues across the TSC
Contributing to major incident management and continuous service improvement initiatives
What youll bring to the role
With a strong technical background and customer-focused approach youll thrive in a fast-paced problem-solving environment. Youll also have:
Experience delivering high-quality customer service in a technical support environment
Knowledge of networking principles IPv4 routing and WAN technologies (ideally Cisco)
Experience working with internet services such as Firewalls GPON XGSPON and Fibre Optic Networks
Excellent communication skills with the ability to translate technical data into customer-friendly updates
A proactive mindset willing to suggest improvements and contribute to process enhancements
Diversity Inclusion & Belonging
Were a Times Top 50 Employer for Gender Equality. Were endorsed by WORK180 and were a partner of Diversifying. We have pledged our commitment to the Armed Forces Silver Covenant Care Leaver Covenant and were a Disability Confident Leader. Working together with our Employee Communities were wholly committed to ensuring that our peoples voices are heard and that everyone feels a sense of belonging and pride to be a part of CityFibre. If youd 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 We want to help!
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
