Technical Support Analyst
Manchester, England, GB
6d ago


Location : Please note that our offices are based in Irlam .


We’re on a mission to build the UK's finest digital infrastructure and accelerate its full fibre future - transforming the way we live, work and communicate.

With 8 million homes and businesses to connect in our sights, and a £4bn investment programme to make it happen, we have a busy and exciting journey ahead.


We expect a lot from our team, but we also want everyone to feel supported and empowered in helping us deliver our mission.

That's why we make sure to provide opportunities for you to learn, develop your career, use your talents, and fulfil your potential.

With a competitive salary, you’ll also get benefits like 25 days holiday, a day off on your birthday, a day off to support a charity or organisation of your choice, performance-related bonus scheme, and private healthcare.

We want everyone to know and feel that CityFibre is a place where we can be ourselves, with all the things that make us similar and different.

Where possible, we are open to offering and supporting flexible working, among other initiatives to ensure that we develop a safe and inclusive workplace.


We are looking for a talented technical support representative to join the team, using their troubleshooting and problem-solving skills to provide exceptional customer service and quality support to our customers.

You’ll operate well within a defined process whilst thinking logically and calmly to resolve issues.

You’ll primarily be answering incoming calls from customers, working with them to efficiently diagnose faults or problems on the network, achieving timely incident resolution.

You’ll also be monitoring the network management system to prevent future incidents occurring, alongside the other Service Desk and NOC teams.


You’ll have solid technical support experience with knowledge of WAN technologies, and the skills to effectively troubleshoot and resolve / escalate customer issues, consistently providing a high level of customer service even when working under pressure.

We are aiming towards creating a working environment which follows ITIL practises, so any previous exposure to ITIL would be beneficial (although not essential).

You’ll also have :

  • Experience of dealing with Internet Services DSL, Ethernet, Firewalls, GPON, routing protocols
  • Network administration experience
  • Strong customer service and issue resolution skills
  • Experience of Windows operating systems and MS Office packages
  • 5 GCSE's as a minimum including English & Mathematics at grade C or equivalent

    The CityFibre Way is how we think, act and work. It’s our way of doing things. We back each other , think smart and act fast , and we love giving it our best to build a legacy together.

    When these four behaviours come together, they shape our culture to bring out the best in us, set us apart from our competition, and make our customers remember us.

    It’s a once in a lifetime opportunity to unleash Britain’s potential in a digital age. There’s never been a more exciting time to join the team!

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