* Full-time
* Division: Customer
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!
Joining us as a Technical Service Tier 3 Technician – 12m FTC
As a Technical 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 £30,000 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.
Working a rotating four-week shift pattern, including early shifts (08:00-16:30/17:00), late shifts (11:30-20:00), and one week with three 12-hour shifts (Friday-Sunday) followed by four days off.
This is some of what you can expect to be doing:
1. Providing support for customers, including incident management, problem resolution, and service request fulfilment
2. Diagnosing faults efficiently and collaborating with internal teams and third parties to resolve issues
3. Monitoring the network proactively to prevent incidents and escalating as needed
4. Leading technical customer calls and translating complex issues into clear, actionable updates
5. Creating and maintaining knowledge base articles to support colleagues across the TSC
6. Contributing to major incident management and continuous service improvement initiatives
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:
1. Experience delivering high-quality customer service in a technical support environment
2. Knowledge of networking principles, IPv4 routing, and WAN technologies (ideally Cisco)
3. Experience working with internet services such as Firewalls, GPON, XGSPON, and Fibre Optic Networks
4. Excellent communication skills, with the ability to translate technical data into customer-friendly updates
5. A proactive mindset, willing to suggest improvements and contribute to process enhancements
Diversity, Inclusion & Belonging
We’re a Times Top 50 Employer for Gender Equality. We’re endorsed by WORK180 and we’re a partner of Diversifying. We have pledged our commitment to the Armed Forces Covenant and we’re a Disability Confident Employer. Working together with our Employee Networks, we’re wholly committed to ensuring that our people’s voices are heard, and that everyone feels a sense of belonging and pride to be a part of CityFibre. If you’d 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 [emailprotected]. We want to help!
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