Technical Support Engineer
1st & 2nd Line Technical Support Engineer
Overview:
This is a hybrid technical support role combining customer service, hands-on troubleshooting, and operational coordination. You’ll handle a range of responsibilities—from basic connectivity support to remote diagnostics of networking equipment—while also assisting with field operations and managing consumer accounts.
1st Line Support:
- Respond to support requests via phone, email, and chat
- Troubleshoot basic connectivity, login, and Wi-Fi issues
- Guide users through simple fixes or escalate when needed
- Maintain clear, up-to-date support tickets and user updates
2nd Line Technical Support (Network):
- Remotely access and troubleshoot routers, APs, and point-to-point links via VPN
- Resolve configuration issues on common platforms (e.g., MikroTik, Ubiquiti, Cambium)
- Monitor alerts and proactively identify potential problems
- Update documentation and escalate to 3rd line support where appropriate
Consumer ISP Account Management:
- Process new service orders
- Handle billing issues, failed payments, and service changes
- Manage account updates and plan modifications
Field Service & Installation Support:
- Coordinate with field engineers for site visits and new installations
- Share access information, job details, and equipment requirements
- Log and follow up on fault resolutions from field work
- Communicate updates to stakeholders
Operator Relationships & Contract Support:
- Act as a point of contact for operators on contracts, renewals, and service queries
- Resolve issues related to service status, installations, and upgrades
- Build and maintain strong operator relationships for long-term success
What You’ll Bring:
- 2+ years in ISP or MSP support/operations
- Good understanding of networking (Wi-Fi, IP configuration, PPPoE, etc.)
- Experience troubleshooting routers and using VPN tools
- Strong B2C and B2B customer service experience
- Familiarity with ISP systems, ticketing platforms, and account management
- Clear communication skills and ability to work across teams
- Bonus: MikroTik/Ubiquiti experience or certifications like CompTIA Network+
Location: Fully Remote (South Africa-based)
Hours: 4 on, 4 off – 12hr shifts (8am–8pm UK time, April–October)
Salary: R23,000 per month
As a Technical Support Engineer at our company, you'll embark on an exciting journey combining your tech skills and customer service flair! In this hybrid role, you'll assist customers with everything from basic connectivity issues to complex network diagnostics. Your days will be filled with responding to support requests via phone, email, and chat, where you'll troubleshoot common problems and guide users through straightforward fixes. If you encounter issues that require deeper diving, you'll escalate them like a pro while keeping our support tickets organized and up-to-date. In the realm of 2nd Line Technical Support, you'll remotely access and troubleshoot routers and network equipment, resolving any configuration challenges across platforms like MikroTik and Ubiquiti. You'll also get to monitor alerts and proactively address potential issues before they impact our users. When it comes to our Consumer ISP Account Management tasks, you'll be the friendly voice processing new service orders, handling billing queries, and managing account updates while ensuring smooth coordination with field engineers for installations. Building strong relationships with operators will be essential as you assist with contract queries and service upgrades, helping us provide seamless communication and support. With over two years in ISP or MSP support and a solid understanding of networking concepts, your clear communication skills and teamwork will shine. Join us fully remotely in South Africa working exciting 12-hour shifts with a competitive salary package! We're eager to meet someone who loves tech and is passionate about making a real difference in customer experiences.
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