1st & 2nd Line Technical Support Engineer

1st & 2nd Line Technical Support Engineer
Location: Fully Remote (South Africa-based)
Hours: 4 on, 4 off – 12hr shifts (8am–8pm UK time, April–October)
Salary: R23,000 per month

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.

Key Responsibilities

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+