Technical Helpdesk Operative
Position: Technical Helpdesk Operative
Salary: £26,000 per annum
Location: Based at Moss End Business Village, LA7 7NU
Contract: Full Time, 35 hours per week, including some weekend working on a rota basis.
About us
B4RN (Broadband for the Rural North) is a unique organisation working closely with communities across the UK to bring hyperfast, full-fibre broadband to rural areas. As a Community Benefit Society, driven by innovation and a strong sense of purpose, we work hand in hand with local volunteers and stakeholders to deliver a service built by the community, for the community. Joining B4RN means becoming part of a dedicated team making a real difference in people's lives, all whilst thriving in a supportive and collaborative environment.
About the Role
Are you a skilled problem solver with a strong technical mindset? Do you take pride in delivering excellent customer support? We are looking for a Technical Helpdesk Operative to join our team. In this role, you will provide first-line technical support to customers, troubleshooting network and connectivity issues, diagnosing faults, and escalating when necessary. You will also assist with provisioning customer equipment and ensuring effective communication regarding service updates.
Key Responsibilities
Deliver first-line support for network and connectivity issues via phone, email and online helpdesk, keeping a log of issues in the ticketing system.
Perform remote diagnostics and troubleshooting, escalating issues and arranging site visits as required.
Communicate network faults and service updates through various channels, including the B4RN website, social media and direct messaging.
Support the provisioning and management of CPE (Customer Premises Equipment) devices.
Work closely with internal teams to resolve technical issues efficiently.
Participate in an on-call rota to provide urgent support when needed.
What We’re Looking For
Experience in IT/network support or a similar technical role.
Strong troubleshooting and problem-solving skills.
Excellent communication and customer service skills.
A proactive and methodical approach to problem resolution.
A full, valid driving licence (essential).
A full, valid driving licence – essential for travel across project areas.
Flexibility to work shifts, including weekends, on a rota basis. Currently, we operate the helpdesk between the hours of 8 am and 8 pm Monday to Friday, 8 am to 6 pm Saturday and 9 am to 5 pm Sunday, working on a rota basis to cover these hours.
If you wish to apply, please send your CV to the People Team at recruitment@b4rn.org.uk.
More information can be found on /about-us/opportunities/