In this role, you will work hands-on with a broad ecosystem of network platforms, including Ribbon and Nokia voice switches, Cisco, Huawei, Alcatel and Nokia data switches, provider platforms, and a range of manufacturer management systems. You’ll collaborate closely with colleagues across the UK, Republic of Ireland, Italy, and beyond — including Tier 4 engineering, design teams, and customer service operations.

Requirements

• Previous experience of handling complex Broadband and/or fixed line Voice faults.
• Educated in a technical computer/engineering subject
• Understanding IP Networks, basic routing and how they are used to deliver services to customers. This will include an understanding of ADSL, FTTP, FTTC, and associated technologies.
• Excellent people skills and high emotional intelligence - needs to have great empathy with customers.
• Analytical, logical problem solver, prepared to be flexible in the methods used to solve customer problems (to deviate from the "script" where necessary to ensure an effective and timely resolution to faults).
• A real interest and curiosity in getting to the bottom of complex technical issues and further building and sharing your personal knowledge with other members of the team.

Responsibilities

As a member of the Customer Network Reliability Team, you’ll help deliver the best possible resolution for our customer’s complex technical issues by:

Customer Voice and Internet fulfilment You play a core role in ensuring that customer’s services are successfully deployed by:

• Monitoring failure queues and implementing immediate fixes, investigating issues that impact customer experience (e.g., latency, drops, congestion failures)
• Working with engineering, design, and ops teams to implement permanent fixes or mitigations for root causes, and supporting proactive maintenance to prevent faults before they occur

In-Life assurance & customer impact analysis For highly complex issues, you act as the voice of the customer by:

• Incident triage, rectification and technical diagnosis and then prioritising and applying fixes based on severity and number of customers affected
• Driving improvements that increase reliability and reduce repeat faults

Cross-Team Collaboration A major part of the role involves collaborating with:

• Design & engineering, service operations & field teams, suppliers/vendors and customer service teams to ensure reliability commitments are met.

Benefits

• Sky Q, for the TV you love all in one place
• A generous pension package
• Private healthcare
• Discounted mobile and broadband
• Access a wide range of outstanding Sky VIP rewards and experiences

About Sky

The Customer Network Reliability Team plays a key role in ensuring our customers receive fault free, high quality connectivity across Internet and Talk services. Our team is responsible for diagnosing and resolving both provision issues and in life faults across a wide range of technologies — from Ethernet business lines to copper and fibre products. We operate at the intersection of major network events and individual customer issues, bridging the gap between network wide challenges and the front line customer service teams who manage single customer faults. This means you’ll need to communicate effectively across multiple departments, regions, and technical levels, combining strong collaboration skills with deep technical expertise.

We believe in better. And we make it happen. Better content. Better products. And better careers. Working in Tech, Product or Data at Sky is about building the next and the new. From broadband to broadcast, streaming to mobile, SkyQ to Sky Glass, we never stand still. We optimise and innovate. We turn big ideas into the products, content and services millions of people love. And we do it all right here at Sky.

We take pride in our approach to diversity and inclusion: we’ve been recognised by The Times and Stonewall for this, and we’ve committed £30million to support the fight against racial injustice. We’ve also set daring targets for growing ethnic diversity and representation throughout our organisation. At Sky, we don’t just look at your CV. We’re more focused on who you are and your potential. We also know that everyone has a life outside work, So we're happy to discuss flexible working. And we'll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

Application Process

Why wait? Apply now to build an amazing career and be part of a brilliant team. We can’t wait to hear from you. To find out more about working with us, search #LifeAtSky on social media. A job you love to talk about.

Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.