Tier 3 Support Executive

Want to do the best work of your life? With 24 million customers in 6 countries, make your mark at Europe’s leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work. 

At Sky Business, we’re passionate about giving our business customers the very best connectivity and support. As a Tier 3 Support Executive, you’ll be part of the team that underpins our edge network infrastructure, ensuring businesses across the UK stay connected. Acting as the technical expert for complex network issues, you’ll troubleshoot, implement changes, and support both clients and engineers to deliver the reliable service Sky is known for. With world-class training, genuine career development opportunities, and the backing of Europe’s leading media and entertainment company, this is your chance to grow your expertise in a collaborative, customer-focused environment.

What you’ll do: 

• Oversee daily operations and management of venue edge network infrastructure, ensuring stability and performance.
• Provide B2B and B2C support, resolving technical faults, complaints, and escalations within KPIs/SLAs to maintain customer satisfaction.
• Troubleshoot and implement changes on edge network devices, including routers and access points, while supporting onsite engineers.
• Monitor, report, and analyse network performance, capacity, and uptime using diagnostic tools and customer reports.
• Manage configurations and upgrades, including router uploads, automation scripts, and maintaining a standard configuration database.
• Gather and document system requirements, recommend improvements, and continuously develop expertise in edge network technologies.

What you’ll bring: 

• Proven experience in 2nd Line network administration, engineering, or telecoms, ideally in a customer-facing support role.
• Strong knowledge of IP networking protocols (e.g., DHCP, DNS, VLANs) and hands-on experience with router configurations and Cisco IOS.
• Expertise in broadband, fibre, DSL, and Ethernet Access Direct (EAD) technologies.
• Solid understanding of Wi-Fi technologies, connectivity standards, and troubleshooting methods.
•  Exceptional problem-solving, diagnostic, and communication skills (written and verbal).
• Relevant qualifications (CompTIA Network+, CCNA, or equivalent) with minimum A-level education (or equivalent).

Team overview: 

Sky Business is the business-to-business division of Sky. No matter their size or sector, we keep businesses connected and customers entertained with our next generation network and unrivalled sports and entertainment. With an exciting, fast-paced environment, we're looking for exceptional people, who are restless to innovate and build the future, helping Sky Business and our customers to grow. And with the support of a truly trusting and collaborative team, you'll grow alongside our business.

The Rewards: 

 There's a reason people can't stop talking about #LifeAtSky. Our great range of rewards really are something special, here are just a few:  

• 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 exclusive Sky VIP rewards and experiences 

How you'll work: 

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home. 

We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process.

This role is a Field based as there may be a requirement to visit and support a customer site deployment or service issue.

Inclusion: 

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.  

We are a Disability Confident Accredited Employer, and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need to your recruiter as early as you can.  

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.