Technical Support Engineer

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Deliver first to third-line technical assistance for broadband, WiFi, and network connectivity challenges.

• Identify and resolve issues related to ISP, WAN, routers, wireless access points, and connectivity.

• Diagnose technical problems remotely utilizing structured fault-finding methodologies.

• Assume responsibility for incidents from the initial report until successful resolution.

• Escalate intricate faults to suppliers when necessary and actively oversee them through to resolution.

• Manage customer interactions with professionalism and confidence, taking charge of discussions while ensuring excellent service.

• Effectively convey technical problems and solutions to customers with varying levels of technical expertise.

• Set and manage customer expectations throughout the support journey.

• Prioritize incidents based on urgency, business impact, and service levels.

• Collaborate with broadband providers, telecommunications suppliers, and third-party vendors to address service challenges.

• Monitor open incidents and provide timely updates to customers.

• Keep precise records of all support activities within the ticketing system.

• Ensure all escalations are handled efficiently and professionally.

• Recognize recurring technical issues and suggest service enhancements.

• Share technical insights and best practices with team members.

• Help to refine support processes and documentation.

• Maintain a proactive stance towards problem-solving and customer satisfaction.

⛳️ Requirements

• Prior experience in an ISP, telecommunications, or network support setting.

• Background in providing first, second, or third-line technical support.

• Strong knowledge of broadband technologies, WAN connectivity, routers, wireless networks, and WiFi troubleshooting.

• Experience in managing supplier escalations and collaborating with third-party service providers.

• Outstanding telephone communication and customer service skills.

• Strong analytical and problem-solving capabilities.

• Ability to work independently in a remote setting.

• Excellent written and verbal communication skills in English.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• Comprehensive health and wellness benefits.

• Supportive and collaborative work environment.