Technical Support Engineer
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Job Description
Technical Support Engineer resolving broadband, WiFi, and network incidents for a UK holiday-park connectivity provider. Managing customer support, supplier escalations, and service improvements remotely from South Africa.
Responsibilities:
- Provide first, second and third-line technical support for broadband, WiFi and network connectivity issues
- Diagnose and resolve ISP, WAN, router, wireless access point and connectivity faults
- Troubleshoot technical issues remotely using structured fault-finding techniques
- Take full ownership of incidents from initial report through to successful resolution
- Escalate complex faults to suppliers and actively manage them through completion
- Handle customer calls professionally and confidently
- Communicate technical issues and solutions to customers with varying technical knowledge
- Manage customer expectations throughout the support process
- Prioritise incidents based on urgency, business impact and service levels
- Liaise with broadband providers, telecommunications suppliers and third-party vendors
- Monitor open incidents and provide timely customer updates
- Maintain accurate support documentation in the ticketing system
- Identify recurring technical issues and recommend service improvements
- Share technical knowledge and best practices with colleagues
- Contribute to improving support processes and documentation
Requirements:
- Previous experience within an ISP, telecommunications or network support environment
- Proven experience providing first, second or third-line technical support
- Strong understanding of broadband technologies, WAN connectivity, routers, wireless networks and WiFi troubleshooting
- Experience managing supplier escalations and third-party service providers
- Excellent telephone communication skills with a confident, customer-first approach
- Strong analytical and problem-solving abilities
- Ability to work independently and stay focused through long shifts in a remote environment
- Excellent written and verbal English communication skills
- Experience with MikroTik networking equipment
- Experience with Ubiquiti wireless solutions
- Experience with Cambium Networks products
- Experience with Splinx platforms
- Previous experience supporting hospitality or holiday park environments
- Experience supporting UK-based customers
Benefits:
- Join a specialist UK connectivity business supporting holiday parks nationwide
- Work with a highly experienced and supportive technical team
- Exposure to a wide range of networking and ISP technologies
- Long-term career opportunities within a growing company
- Fully remote working environment
- Real ownership of challenging technical issues with direct impact on customer satisfaction
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