Business Technical Support Engineer (Permanent, Full Time)
Salary – Up to £27,000 per annum (dependent on experience)
Location – Carr Lane, Hull, minimum 2 days in the office
Advert Closing Date – 14th May 2026
Responsibilities
* Act as a primary point of contact for internal and external customers, delivering an exceptional customer experience.
* Own and manage customer faults end‑to‑end, ensuring timely resolution in line with SLA commitments and managing customer expectations throughout.
* Perform 2nd line technical diagnostics to identify, resolve, or implement effective workaround solutions, with occasional coordination of 1st line support activities.
* Accurately manage and update cases within fault management and ITSM systems, ensuring detailed records of customer interactions, diagnostics and resolution plans.
* Raise, manage and progress escalations internally and externally, ensuring timely updates and successful outcomes for all stakeholders.
* Work collaboratively with internal teams, engineers and third‑party service partners to resolve complex faults and service issues.
* Support proactive fault analysis and performance reporting, contributing to continuous improvement against KPIs and fault rate targets.
* Provide technical expertise and guidance on KCOM products, networks and services to colleagues, engineers and customers.
* Assist with change management processes, including communicating proactive and retrospective changes to customers and stakeholders.
* Monitor and manage cases assigned to third‑party providers, ensuring progress and resolution within agreed timescales.
* Document technical resolutions, processes and best practices to support knowledge sharing and service improvement.
* Provide network performance statistics and reports to internal teams and customers as required.
* Contribute feedback on systems, services and procedures to ensure they remain effective and fit for purpose.
Qualifications
* Proven experience in a technical support, service repair or network operations environment.
* Strong technical troubleshooting and diagnostic skills, ideally within telecommunications or network services.
* Experience managing cases end‑to‑end and working to SLA‑driven environments.
* Excellent communication skills with the ability to handle difficult customer conversations confidently and professionally.
* Strong organisational skills with attention to detail, particularly in case documentation and system updates.
* Ability to work collaboratively across multiple teams and with third‑party service providers.
* A customer‑focused mindset with a passion for improving service and customer experience.
* Confidence in analysing data, identifying root causes and contributing to continuous improvement initiatives.
* Willingness to continuously develop technical knowledge and stay up to date with products and services.
Benefits
* 28 days holidays plus bank holidays
* Excellent Pension Scheme with generous employer contributions
* Volunteering days
* Life Assurance and Income Protection
* Corporate Discount schemes
* Support for hybrid and remote working
* A variety of health, wellbeing and lifestyle benefits to choose from
Equal Opportunity Employer
We champion inclusivity for all, celebrating diversity through forums and DEI events. Join KCOM and thrive in a culture that values and nurtures your potential. We are signed up to the Armed Forces Covenant and Disability Confident Scheme and we support local schools and colleges with mock interviews and career advice.
No agency applications will be accepted at this time.
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