Be at the heart of actionFly remote-controlled drones into enemy territory to gather vital information.

Apply Now

FTTP Technical Support Analyst

Irlam
4 weeks ago
Create job alert

Our top telecoms client is looking for an FTTP Technical Support Analyst to join their team on a contract basis in Manchester

Our Client has a requirement for a FTTP Technical Support Analyst, who will be required to work on a 12 month contract basis in Manchester.

MUST BE BASED IN OR AROUND MANCHESTER (need to be in the office a few days a week)

Role Purpose:

You will have a range of responsibilities including exception management for Provision & Assurance, monitoring of the FTTP network to support provision/assurance activity, supporting our incident management process and supporting continuous service improvement. You will also be playing an active role in ensuring the Service Desk meets its very strict SLA's.

Job Role Responsibilities:

Working closely with internal FLL departments to ensure all FTTP orders are progressed and completed within delivery lead times.
Ensure all resolver groups are performing to the expected standard.
Resolving any exceptions that occur during the provisioning process within target SLA’s
In the event of an issue arising during the provisioning and early life process, aim will be to keep the CP regularly updated as to progress, liaising with internal FFL departments, and other departments to ensure swift resolution of the FFL provisioning activities.
Reporting and management of potential incidents
Ensure all provisioning processes are used efficiently and accurately to reduce double handling and customer dissatisfaction.
You will be responsible for monitoring of the FTTP network and reacting accordingly to areas of concern
Through trend analysis and network monitoring of the FTTP network, you will play a key role within our incident management process
You will be responsible for engagement with our Network Restoration Services Provider ensuring exceptions are managed as per our SLA’s
Take ownership of day-to-day issues impacting the efficiency of the provisioning/fault management process, including escalation and complaint management.
Be proactive in identifying potential areas of development in MAP provisioning procedures.
Support the management with development in MAP by taking part in workshops and liaising with other teams to help the continuous improvement of processes and customer experience
Working to achieve SLA’s, quality standards and other KPI’s agreed
Technical support on all appropriate products in line with the MAP support scope
Own the resolution of customer issues in accordance with MAP processes and policies.
Liaise with internal and external parties and take ownership to investigate and resolve those issues
Effective time management ensuring tasks are effectively completed within deadlines.
Work within the relevant MAP policies e.g. Information Security
Responsible for taking ownership through to resolution for CEO Complaints, High Level Escalations, Tickets that have been repeated/reopened a specified number of times and remain unresolved
Provide full Root Cause Analysis and highlight improvement opportunities to reduce future fault volumes
Be available to work various shift patterns on a roster basis to cover early and late starts. 7:30am till 4pm. 8:30am till 5pm or 9:30am till 6pm
Be available to cover one week on call on a roster basis.

Experience / Skills / Knowledge / Qualifications:

Working within Telecoms, specifically Fibre related products
Customer Services Training/Experience
Working within a Service Support Environment
Using Service Desk applications

Benefits:

12 month contract
Competitive rate
Hybrid role
Company information

At First Recruitment Group we understand just how important it is to secure the right people. That is why our Recruitment Consultants always take the time to understand requirements in detail and offer sound advice to both clients and candidates.  We actively recruit at all levels and this is a superb opportunity for an FTTP Technical Support Analyst looking for new employment.

As part of putting people first, we strive to be an equal opportunities employer and we are always looking to increase the diversity of our workforce, working closely with our clients to ensure everyone is included

Subscribe to Future Tech Insights for the latest jobs & insights, direct to your inbox.

By subscribing, you agree to our privacy policy and terms of service.

Industry Insights

Discover insightful articles, industry insights, expert tips, and curated resources.

Jobs

Why Cyber Security Careers in the UK Are Becoming More Multidisciplinary

Cyber security used to be viewed primarily as a technical discipline: firewalls, encryption, intrusion detection, penetration testing. In the UK today, it’s far broader. Organisations now face complex legal frameworks, ethical dilemmas, human-behaviour risks, communication challenges & usability hurdles. This shift means cyber security careers are becoming more multidisciplinary. From protecting NHS patient records to defending financial services, securing supply chains & safeguarding national infrastructure, cyber security now touches every sector. Employers increasingly want professionals who understand law, ethics, psychology, linguistics & design alongside traditional technical skills. In this article, we’ll explore why UK cyber security careers are expanding in this way, how these five disciplines shape the profession, and what job-seekers & employers need to know to thrive in this new landscape.

Jobs

Cyber Security Team Structures Explained: Who Does What in a Modern Cyber Security Department

Cyber security has become a top priority for UK organisations of all sizes. From small businesses to financial institutions, healthcare providers, and government bodies, the risk of cyber attack is now a constant concern. Threats are more sophisticated, regulations more demanding, and customers more aware of data privacy than ever before. But defending against cyber threats isn’t simply about having the right tools — it’s about having the right team. A modern cyber security department relies on clearly defined roles and responsibilities to ensure that defences are proactive, incidents are managed swiftly, and compliance is maintained. This article explains the structure of a modern cyber security team, the roles you’ll typically find within it, how they collaborate, and what skills, qualifications, and salaries are expected in the UK job market.

Jobs

Why the UK Could Be the World’s Next Cyber Security Jobs Hub

Cyber security has become one of the defining challenges of the digital age. From protecting personal data and financial transactions to defending national infrastructure and corporate systems, the demand for strong cyber defences has never been higher. As businesses, governments, and individuals depend more heavily on digital services, the scale and sophistication of cyber threats have risen dramatically. Ransomware attacks, data breaches, state-sponsored cyber operations, and insider threats are now everyday risks. In response, organisations worldwide are investing heavily in cyber security talent. The United Kingdom is uniquely positioned to become a global cyber security jobs hub. With its strong tech sector, world-class universities, advanced defence capabilities, and established financial markets, the UK already has the foundations. The question is whether it can scale up, attract, and retain the right talent to meet global demand. This article explores why the UK is poised to become the world’s next cyber security jobs hub, the opportunities available, the challenges ahead, and what needs to happen for this vision to be realised.

🍪 We use cookies to enhance your browsing experience on our website. By continuing to use this site, you consent to the use of cookies as described in our Cookie Policy. You can review our Cookie Policy for more information.