Job Description

A strong technical background with excellent troubleshooting skills. You’ll also have:

• 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 experienc

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.

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. You’ll also have:

• 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