Job Description

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 that's 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're 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) Flexibility to work shifts including weekends on a rota basis. Currently, we operate the helpdesk between the hours of 8am and 8pm Monday to Friday, 8am to 6pm Saturday and 9am to 5pm Sunday, working on a rota basis to cover these hours.
Job Types: Full-time, Permanent

Pay: 26,000.00 per year

Benefits:

Additional leave Casual dress Company events Company pension Enhanced maternity leave Enhanced paternity leave Free parking Health & wellbeing programme Life insurance On-site parking Sick pay
Application question(s):

Do you have the flexibility to work shifts between 8am and 8pm including weekend days on a rota basis?
Licence/Certification:

Driving Licence (required)
Work authorisation:

United Kingdom (required)
Work Location: In person