Technical Service 24x7 Analyst


  • Technical Service Centre
  • Birmingham, England
  • Full-time

Technical Service 24x7 Analyst

CityFibre provides wholesale connectivity to multiple business and consumer service providers, local authorities and mobile operators.

Job Description

The role is 24/7. Shift working on a shift rotation of 4 on 4 off with a shift pattern of 08:00 to 20:00 or 20:00 to 08:00am (subject to change). The exact rotation will be discussed at interview.

Our office is based in Telford, and you'll operate a hybrid working pattern of some days in the office, and some days at home.

As the fastest-growing fibre network in the UK, you could say we’re changing things up. Not only are we unlocking the digital potential of an entire nation, but we’re also constantly evolving, to give our people the most seamless employee experience possible. We’re doing this by creating a sense of purpose among our teams and offering career development opportunities the like of which has never been seen before. We’re a company that cares about people, places and new possibilities. Could this be the fresh start you’re looking for?

Telecoms is fast becoming the most exciting industry to join. It offers the security you need and the chance to make an impact on your community. It’s an industry that’s growing fast, with no sign of slowing down. and CityFibre adopts the same mission for its employees and the communities they work in. We’re creating a life in full-flow. No drop-outs no flicking the switch on and off, we’re making lives easier for the people of the UK, and our people too.

A rewarding career

We’re passionate about our work and we’re passionate about our people too. With a salary of up to £29,535 depending on experience, when you join the CityFibre family you’ll also enjoy 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.

How can you change it up?

You'll be using your troubleshooting and problem-solving skills to provide exceptional customer service and quality support to our customers, operating well within a defined process and thinking logically and calmly to resolve issues. Day to day, this is what you can expect to be doing:

  • Ensuring comprehensive documentation of procedures are maintained and that system documentation and support process is regularly reviewed
  • Providing first line investigation and diagnosis where applicable ensuring that faults are worked on or reported to the appropriate teams and are resolved in the shortest possible time
  • Helping to minimise the disruption to customer services and network availability
  • 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're also hoping you can bring some of the following with you:

  • 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

If you’ve just found yourself nodding and thinking, ‘I can do that!’, things are about to get exciting.

Our unique culture

So that’s the role, now let us tell you a bit more about life at CityFibre. We’ve built a diverse, inclusive and authentic workplace that offers anyone the chance to grow a new career. We’re a Times Top 50 Employer for Women, have partnerships with Work180, Vercida and Disability Confidence, just to name a few – it inspires us day-to-day. The foundations of our teams are rooted in respect, development and continuous support. Our people are already changing it up, are you ready to join them? 

Additional Information

CityFibre is committed to providing equal employment opportunities to individuals from all backgrounds, including ethnicity, gender, sexual orientation, gender identity, religion, age, family status and disability. We recognise that everyone is an individual with a wide range of experiences and perspectives and believe this diversity of thought is what makes CityFibre special.