Business Technical Support Engineer

As a Business Technical Support Engineer, you will provide end-to-end service and technical support to KCOM customers, delivering expert troubleshooting, exceptional customer service, and consistently high levels of customer satisfaction.

You will take ownership of technical cases from initial diagnosis through to resolution, acting as a pivotal point of contact for customers, particularly in complex or sensitive situations. Working closely with multiple operational teams across KCOM, you will play a key role in resolving service issues, improving customer journeys, and ensuring a customer-first approach in everything you do., * 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.

• 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.

• 28 days holidays plus bank holidays
• Excellent Pension Scheme with generous employer contributions
• Volunteering days
• Life Assurance and Income Protection
• Corporate Discount schemes
• We support hybrid and remote working
• A variety of health, wellbeing and lifestyle benefits to choose from

KCOM goes beyond broadband - for us it's about community, innovation, and commitment. Since 1904, we've been integral to Hull and East Yorkshire, delivering award-winning broadband services and being at the heart of our region. Join us in expanding our full-fibre network and connect more homes and businesses. At KCOM, collaboration fuels our innovation, driving us to be the best and keep our customers seamlessly connected. We empower our customers to thrive in the digital age, and we're passionate about making a real difference in their lives. Why Work with Us The Power is all Yours At KCOM, our dedication to our people mirrors our commitment to our customers. Immerse yourself in a workplace that values you as an individual, offering family-friendly policies and adaptable working arrangements. Engage with us through employee forums, enjoy a wide range of on-site facilities, and a suite of services supporting colleagues from diverse backgrounds. Benefit from an employee assistance program, occupational health support, a variety of online wellbeing tools as well as our personal development learning platform. Values are not just words for us - they are the foundation of our dynamic workplace. Grow with us, seize opportunities to progress, and unleash your potential in an environment designed to nurture your professional development. 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 careers advice.