Join to apply for the Technical Service Tier 3 Technician - 12 month FTC role at CityFibre

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Join to apply for the Technical Service Tier 3 Technician - 12 month FTC role at CityFibre

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.

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. 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!

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. You’ll 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.

You’ll receive a salary of up to £35,000 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
  
  
  

• 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
  
  
  

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Telecommunications and IT Services and IT Consulting

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