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Technical Service Analyst

Greater Manchester
Full time
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1,001-5,000 employees
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This is a 24/7 shift opportunity with a rotating shift pattern of 4 days, 4 nights then 4 days off (7am-7pm/ 7pm-7am) + an additional shift allowance.

Our goal at CityFibre is to unlock the digital potential of Britain by creating a broadband network that works seamlessly for everyone, every day. Powerful, gigabit-speed connections that enable people across entire communities to enjoy life in full flow. To do this, we make sure that our people’s voices are heard, their ideas are welcomed, and everyone is given the opportunity to make a real impact.

We’re a Times Top 50 Employer for Women; are endorsed by WORK180; have pledged our commitment to the Armed Forces Covenant; and are a Disability Confident Employer. Working together with our Employee Networks, we’re committed to changing the industry for everyone. 

What you can expect from us

Everyone at CityFibre has an important part to play, and we reflect that in our benefits. With a competitive salary depending on experience + a shift allowance, when you join us, you’ll also enjoy 25 days’ holiday, a day off on your birthday, a day off to support a charity or organisation of your choice, a performance-related bonus scheme, and private healthcare.

How you’ll change it up

You’ll use your strong customer service and problem-solving skills to troubleshoot and find solutions for our customers within our agreed SLAs, providing quality support and operating within a well-defined process to calmly and logically resolve issues. Day to day, this is what you can expect to be doing:

  • Responding to incoming calls from customers
  • Working to provide timely resolution on issues and queries
  • Diagnosing faults within the network
  • Escalating issues where necessary
  • Monitoring the network management system

What you’ll bring to the role

You’ll have a solid background in technical support and be passionate about offering excellent customer service. You'll also bring some of the below to the role with you:

  • Knowledge of WAN technologies
  • Network administration experience
  • Experience of dealing with Internet Services – DSL, Ethernet, Firewalls, GPON, routing protocols

We’re looking for people who don’t settle for ‘good enough’ and push things forward. If you’ve just found yourself thinking, ‘I’d love to do this’, we want to hear from you. Let’s change it up.

Diversity, Inclusion and Belonging

Our people have a wide range of experiences and perspectives – and it’s this diversity of thought that makes us who we are.

CityFibre is working hard to change up the telecoms industry. This means we’re committed to providing equal opportunities to people from all backgrounds and commitments, including your carer and family status, ethnicity, sexual orientation, religion, age, disability, gender and gender identity. We’re also offering training programmes and placement opportunities to support the skilled, career changers, service-leavers, and returning workers to become part of our teams.

If there’s any additional support or adjustment you require in the application process to help you achieve your best, please get in touch by emailing We’re here to support you in changing up your career.