2nd Line Technical Support Engineer

WHO WE ARE

At [Employer hidden — sign up to reveal] we’re on an exciting journey to revolutionise broadband capabilities for homes and businesses in rural towns and villages across Scotland and the north of England, connecting communities and affording them digital capability equal to their city counterparts; whilst being as environmentally conscious as possible, and creating social value in the areas we serve.
Our story is only just beginning. We’re growing fast and we don’t intend to slow down anytime soon as we play our part in ensuring future-proof full fibre coverage. We continue to raise investment for our infrastructure, service and people through our top-notch partnerships, and we’re confident and enthusiastic about what is coming next for the [Employer hidden — sign up to reveal] family, as we strive to connect hundreds of thousands of homes and businesses. We have fantastic offices to allow colleagues to connect and catch up, one in central Edinburgh (with stunning 360 views of the city) and another in the coastal town of Berwick Upon Tweed; both a short walk from transport links.

HOW WE WORK

Collaboration, innovation, commitment, continual improvement of our business and ourselves, are the cornerstones of what creates our collective success. No two days are the same; the landscape is constantly changing, and we think on our feet, move fast and tackle challenges and opportunities head on. We’re always learning and we thrive under pressure, because we support one another and have some laughs along the way. We’re all in this together, as we navigate the road less travelled, pushing the boundaries of what we can deliver and the professionals we can become. We take care of each other and care about work-life balance and wellbeing.

THE TEAM

Our Technical Support team is right at the heart of keeping [Employer hidden — sign up to reveal] running smoothly. They’re the people who jump on complex incidents, steady the ship during major network events, and make sure our customers stay connected when it matters most. They work across teams, spot issues early, guide the wider operational crew, and keep senior leaders informed so decisions can be made quickly and confidently.

WHAT YOU WILL BE WORKING ON

• Troubleshooting, solving and documenting advanced technical incidents and problems related to company products and services
• Acting as an escalation point and incident manager of significant network events
• Providing support to the Technical Support Manager through major incidents
• Providing support and leadership to all members of the operational workforce
• Regularly updating senior leadership on current incident and problem workload, owning and escalating faults to resolution
• Liaising with internal and external users to ensure incidents and problems are fully understood across a variety of stakeholders
• Highlighting and escalating major outages to ensure key decisions are made swiftly and decisively
• Network configuration and support across the estate, including backup management, config management, systems administration and related tasks

WHAT YOU WILL BRING TO THE ROLE

• Experience in networking principles including TCP/IP
• Up‑to‑date knowledge of point‑to‑point and point‑to‑multipoint wireless solutions and diagnosing issues
• Extensive experience in managing customer user problems
• Hands‑on experience in switching and routing
• Knowledge and understanding of an ISP FTTP / FTTC network

[Employer hidden — sign up to reveal] is an equal opportunity employer. We ensure equal opportunity, champion inclusion and we actively encourage applications from suitably qualified candidates regardless of age, disability, gender, race, religion or orientation. Together, we’re all part of the rich [Employer hidden — sign up to reveal] family and we’re unified by our goals.