1st Line Technical Support Engineer

2 weeks ago

Edinburgh, United Kingdom GoFibre Limited Full time

1 st Line Technical Support Engineer

Edinburgh Hybrid

Who We Are

At GoFibre 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’ve recently raised, and committed, a £164 million 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 GoFibre family, as we strive to connect hundreds of thousands of homes and businesses by 2025. 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.

What you will be working on

  • Solving and documenting technical incidents and problems related to company products and services
  • Acting as a lead within the direct customer support team
  • Provide support and leadership to all members of the operational workforce
  • Regularly update senior leadership on current incident and problem workload, owning and escalating faults to resolution
  • Liaison with internal and external users, ensuring that incidents and problems are fully understood across a variety of stakeholders
  • Highlight and escalate major outages to ensure key decisions are made swiftly and decisively
  • Network configuration and support across the estate, backup management, config management, systems administration and related tasks

What will you bring to the role

  • Knowledge of networking principles including TCP/IP, Ethernet, Routing, Switching, Firewalls and Telephone Switching
  • Experience of troubleshooting and solving end user / client issues
  • Ability t o maintain a reliable IT infrastructure using documentation, careful planning and automation
  • Juniper JNCIA, Cisco CCNA and/or Fortinet NSE 4 certified
  • ITIL v4 Foundation

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.

Sound like the kind of place you want to work? If so, read on…

We love that everybody is different, and we believe a diverse workforce will be our strength. 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 GoFibre family and we’re unified by our goals, inspiring our teams to challenge the norm and deliver best-in-class service to our customers, all whilst encouraging and appreciating one another.

Are you ready for the challenge? Get in touch now, we can’t wait to hear from you

#LI-SN1

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