Technical Support Engineer, 1st Line/2nd Line
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Job Description
Technical Support Engineer providing 1st and 2nd line support. Focused on resolving connectivity issues for clients from South Africa.
Responsibilities:
- Manage a high volume of support tickets, ensuring accurate updates and timely resolution
- Provide 1st line support via phone, email, and chat for end users and site operators
- Troubleshoot common connectivity issues including Wi-Fi, login, and network access
- Escalate complex technical issues to senior engineers with clear documentation
- Access and troubleshoot network equipment remotely via VPN
- Assist with diagnosing router, access point, and network configuration issues
- Monitor network alerts and proactively identify potential problems
- Process ISP-related tasks including new orders, billing queries, upgrades, and cancellations
- Coordinate with field engineers for installations and fault resolution
- Maintain clear communication with internal teams and external stakeholders
- Support account updates and service adjustments for customers
- Ensure all troubleshooting steps are followed before escalation
Requirements:
- 1–2 years’ experience in an ISP, MSP, or technical support environment
- Basic networking knowledge (Wi-Fi, IP configuration, PPPoE, etc.)
- Experience working with routers, access points, and VPN access
- Familiarity with ticketing systems and handling high-volume support queues
- Strong customer service experience across both B2C and B2B environments
- Ability to follow structured troubleshooting processes
- Excellent communication and coordination skills
- Comfortable working in a shift-based environment, including weekends
- Advantageous: Experience with MikroTik, Ubiquiti, or Cambium devices
- Advantageous: Certifications such as CompTIA Network+
Benefits:
- Flexible remote work opportunities
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