IT Support Engineer

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We’re London’s largest and fastest 100% full fibre broadband provider, bringing better internet to Londoners since 2013. Unlike most providers, we build, own and operate our dedicated fibre optic network and install it directly into the home, meaning we can deliver a super-fast connection at prices the national providers find hard to beat. We’re a relatively new company to the market, but since establishment:

1. We’re the only broadband provider on the market offering residential speeds up to 3,000 Mbps.

2. Our network covers over 1.3 million properties in London, which is more than one third of homes in the UK’s capital city.

3. We have over 800,000 properties under wayleave agreement and are currently working in partnership with more than 200 of London’s biggest landlords.

4. We have freely connected over 600 community spaces in 24 boroughs, giving more Londoners free access to fast, reliable broadband.

We’re proud of our achievements so far, but we are not complacent and definitely not stopping here. To help us get to our future, we’re looking for forward thinkers, people with big ideas, people passionate about technology and most importantly hard working team players to join us and be a part of our growing business.

Job purpose:

We seek enthusiastic, reliable and bright candidates wishing to apply knowledge and experience in frontline support of our internal customers and management/ maintenance of the systems we use across Community Fibre.

The role of the IT Support Engineer will be to work as part of the Information Technology function and manage/ maintain the company's IT systems and services.

You apply knowledge and understanding required to provide support and technical expertise to the wider company as part of the IT Service Operations Team.

What you’ll be doing:

• Experienced in Service Desk Operations, including logging tickets accurately, updating ticket details and helping ensure users receive timely and effective support.

• Experience monitoring service desk performance, including reviewing key metrics, identifying trends and contributing to improvements that help maintain an effective service desk.

• Knowledge and understanding of core business systems, including Microsoft 365 apps, Azure, Intune, other key systems and other tools used across the business.

• Experience dealing with User Access Management requests to relevant systems for both internal and contactor / service partners and in line with security policies.

• Look for opportunities to implement automation wherever possible to reduce cost to serve.

• Knowledge and experience with asset management, and software licences.

• Knowledge and skills working with IT security policies and procedures.

• Understanding of data protection policy ensure that data security is robust.

• Skilled in supporting hardware and software support to both desktop and mobile users across the business, in all locations.

• Ticket management software experience and understanding required to ensure that all cases are logged and updated accurately on our helpdesk system.

• Skills and experience monitoring applications with appropriate tools.

• Display Community Fibres core principle, values and goals.

The experience we’re looking for you to bring:

Must be experienced in working in service desk dealing with single user issues with hardware and software.

• Demonstrated experience supporting business-critical systems

• Working knowledge of User Access Management

• Experience supporting desktop and mobile users

• Exposure to IT security and data protection practices

• Experience maintaining IT asset records

• Ability to work independently and take ownership of issues

• A continuous improvement mindset

• Strong attention to detail

• Commitment to ongoing professional development

Desirable skills and qualifications:

• Microsoft Azure

• Microsoft Intune

• Microsoft Admin Centre

• Customer facing experience

Why join us:

• You get to work with some of the best technology in the market

• Be part of an exciting scale up business where you can bring your ideas, bring your knowledge, we value your contribution

• We all love time off whether that’s going on an exotic holiday or a staycation, you’ll get 25 days holiday to enjoy, increasing by 1 day for each year of service up to 28 days

• Birthday leave, our treat to you

• Keen cyclist, join our cycle to work scheme

• Flexible WFH policy

• Enjoy the perks of Private Health Cover

• You get to work with an amazing bunch of people

What happens next:

You’ve done your bit so sit back and relax, we will review your application and come back to you.

If we think you’re not quite right for the role you have applied for but may be a better fit for another, we’ll definitely let you know.

Want to know more about a career at CFL, check out our careers page:

We are an Armed Forces friendly organisation.

We are an equal opportunities employer that values diversity in our team, we welcome applications from all backgrounds.