At a Glance
- Tasks: Monitor and manage network performance, troubleshoot incidents, and provide exceptional customer support.
- Company: Join KCOM, a community-focused tech company with a commitment to innovation.
- Benefits: Up to £30,000 salary, shift allowance, flexible working, and personal development opportunities.
- Other info: Enjoy a supportive workplace culture that values diversity and professional growth.
- Why this job: Be part of a dynamic team that keeps communities connected and makes a real impact.
- Qualifications: Experience in network operations or IT support, strong troubleshooting skills, and excellent communication.
The predicted salary is between 30000 - 30000 £ per year.
Join KCOM's Core Platform, Networks team as a Network Operations Engineer, where you will play a vital role in maintaining the performance, availability and security of our network and IT environments. Working within a 24x7 operational support function, you will be responsible for monitoring, troubleshooting and resolving technical incidents across a diverse technology estate, supporting both internal systems and external customers. Acting as a technical escalation point, you will help deliver exceptional service levels while ensuring incidents are managed efficiently and resolved in line with agreed SLAs.
The role operates on a 4-week rotating shift pattern, consisting of:
- Week 1: 07:00 - 15:00
- Week 2: 07:30 - 15:30
- Week 3: 08:00 - 16:00
- Week 4: 15:00 - 23:00
While the role is primarily aligned to this rotation, there may be occasions where you are required to work night shifts to provide cover during periods of sickness absence or reduced team resource. In addition, flexibility is required as engineers may occasionally be asked to work out of hours and weekends to support business-critical activities and operational requirements.
Key Responsibilities
- Monitor and manage network, IT and security services to ensure maximum availability and performance.
- Respond to alerts and incidents, investigating and resolving technical issues in line with SLAs, including supporting KCOM customer cases in line with Wholesale and Enterprise operations.
- Provide 2nd line support across WAN, LAN, server, desktop and security environments.
- Own incidents through to resolution, keeping customers and stakeholders informed throughout.
- Escalate and coordinate issues with third-party suppliers, vendors and technical teams.
- Perform proactive monitoring, testing and maintenance activities to reduce service impact.
- Support change, transition and continuous service improvement activities.
- Share knowledge, mentor colleagues and contribute to a high-performing operational team.
Candidate Requirements
- Security clearance eligible and willing to work within a split-shift, 24/7 operational environment.
- Experience in a Network Operations, IT Support, Service Operations or Network Engineering role.
- Strong troubleshooting and incident management skills across network and IT technologies.
- Knowledge of WAN, LAN, server, desktop and security environments.
- Experience working to SLAs in a customer-focused support environment.
- Familiarity with ITSM tools and ITIL service management principles.
- Excellent communication skills with the ability to work across technical and non-technical teams.
- Ability to remain calm, organised and effective when managing multiple priorities.
About Us
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.
Network Operations Engineer employer: KCOM
KCOM is an excellent employer that values its employees by offering a flexible work environment, combining office-based and remote opportunities in the vibrant city of Hull. With a strong focus on employee development, KCOM provides ongoing training and growth opportunities, fostering a supportive culture where teamwork and communication thrive. Join us to be part of a dynamic team dedicated to achieving targets while ensuring a positive customer experience.
