Job Description

THIS HYBRID ROLE OFFERS A GREAT BALANCE OF HOME AND OFFICE WORKING. YOU’LL JOIN YOUR COLLEAGUES IN YOUR LOCAL OFFICE AT LEAST 3 DAYS A WEEK.

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!

WHAT YOU’LL BRING TO THE ROLE

With a strong technical background and customer-focused approach, you’ll thrive in a fast-paced, problem-solving environment. You’ll 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

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 initiative