Customer Technical Support Engineer

The Customer Technical Support Engineer at AllPoints Fibre Networks (APFN) plays a crucial role in assisting APFN customers with technical issues, troubleshooting problems, and providing guidance on using products or services. This role requires a deep understanding of networking technologies, excellent problem-solving skills, and a strong customer service orientation.

AllPoints Fibre is revolutionising connectivity across the UK.

As a cutting-edge full fibre network wholesaler, we simplify access to high-speed broadband through a powerful, API-driven platform that unifies major networks like Openreach, BT Wholesale, and CityFibre.

Our agile platform, aquila, empowers service providers with seamless automation, real-time visibility, and rapid scalability, making it an exciting environment for professionals who thrive on innovation, efficiency, and delivering smarter digital solutions.

What you will be doing:

• Provide 1 st line phone support for Business/Wholesale faults and escalations.
• Support field engineers with installations issues.
• Support after care Engineers for faults.
• Provide step-by-step guidance to resolve technical problems.
• Stay updated on new features, updates, and changes to better assist customers.
• Maintain user-friendly documentation such as FAQs, knowledge base articles, and tutorials.
• Assist teams via phone calls, addressing their technical concerns directly.
• Respond to technical inquiries and issues through effective communication.
• Provide remote assistance when necessary, guiding stakeholders through technical processes.
• Prioritize and address urgent technical issues promptly.
• Gather feedback from customers/stakeholders to identify areas for improvement in services.
• Use feedback to enhance support processes and procedures.
• Work closely with other departments such as Installation, customer care, NOC and network operations.
• Effectively work to prioritize tasks and meet deadlines.
• Resolve technical issues in a timely and efficient manner.
• Possess a comprehensive understanding of the product/network/service to provide accurate information and solutions.

This team are on a shift rota, applicants will need to be happy to commit to shift patterns.

About you:

Your Skills:

• Strong knowledge of telecommunications technologies, including internet, voice, and data services.
• Proficiency in network troubleshooting and configuration of telecom equipment (modems, routers, switches, VoIP devices).
• Familiarity with network monitoring tools and ticketing systems.
• Understanding of TCP/IP, DNS, DHCP, and other networking protocols.
• Experience with operating systems (Windows, macOS, Linux) and their network settings.
• Ability to interpret and analyse logs and error messages to diagnose issues

The benefits at APFN...

At AllPoints Fibre Networks, we're all about looking after you. We offer an extensive wellbeing package that goes beyond the EAP. Your benefits will include Bupa private medical insurance and dental cover, income protection insurance, group life insurance and a health plan to help with day to day expenses such as eye care... we will even pay for you to get a massage

Everyone needs a break now and then, right? That's why we start all our employees off with a generous 30 days' annual leave allowance (pro rata), plus bank holidays. And if you ever need some extra time off due to illness or parental leave, we've got enhanced leave plans in place to support you through that.

Additionally we know how important it is to feel secure with your finances. That's why we have benefits dedicated to your financial wellbeing. You will be able to join our employer contributory pension and in addition to income protection insurance, group life insurance we offer cashback and voucher schemes to help cover living cost such as electricals and personal spending.

Our commitment to Diversity, Equity and Inclusion...

At AllPoints Fibre, diversity makes us stronger. We're building an inclusive workplace where everyone feels valued, respected, and empowered to thrive. We're committed to:

• Fair pay and equal opportunities for all
• Supporting underrepresented groups through our Women in Telecoms Network
• Investing in future talent with our apprenticeship scheme and mentorship programmes
• Ensuring every employee completes Equality, Diversity & Inclusion training
• Creating a culture where every voice is heard and everyone has the opportunity to grow

We welcome applicants from all backgrounds and experiences. If you're excited about this role but don't meet every single requirement, we still encourage you to apply - we'd love to hear from you.

About us:

At AllPoints Fibre Networks (APFN), we make access to the UK's full fibre rollout seamless, scalable, and seriously stress-free. We're a customer-first, future-ready network wholesaler. Empowering our partners with a frictionless route to the largest full fibre footprint in the UK.

We're a team that values curiosity, ambition, and a get-things-done attitude. We're fast-paced but supportive. Serious about what we do but never take ourselves too seriously. Whether you're collaborating across teams, solving complex challenges, or celebrating success. You'll find an environment where you can flourish and make a real impact.

Next steps

If the role sounds like the right fit for you, we look forward to seeing your application If shortlisted, our Talent Acquisition Team will be in touch to set up and initial conversation. Next stages will involve meeting with our hiring teams to discuss the role and your experience in more details.

If you require any reasonable adjustments to be made during your interview process, please tell us in your application or reach out for a discussion about how we can accommodate you in the selection process.

Department Network Platform Operations Locations Reading Yearly salary £25,000 - £30,000

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