2nd Line Technical Support Engineer (Remote & Onsite)

Elitesearch

6d • Hybrid

About The Position

Our client is a growing Fibre Internet Service Provider committed to delivering reliable connectivity and exceptional customer service to residential and business clients. They are seeking a skilled and customer-focused 2nd Line Technical Support Engineer to join their technical support team. The Role As a 2nd Line Technical Support Engineer, you will be responsible for providing advanced technical support to customers, resolving escalated support issues, and conducting onsite troubleshooting when required. This role combines remote support, ticket management, network troubleshooting, and customer-facing technical assistance.

Requirements

• Minimum 3 years' experience in a technical support role.
• Experience within an ISP, Fibre Internet, Telecommunications, or Networking environment.
• Proven experience providing both remote and onsite technical support.
• Strong understanding of TCP/IP networking.
• Experience with fibre internet troubleshooting.
• Router configuration and management experience.
• LAN and WiFi troubleshooting skills.
• DHCP troubleshooting experience.
• Basic VoIP troubleshooting knowledge.
• Experience working with helpdesk or ticketing systems.
• Ability to work independently and manage multiple support requests.
• Valid South African driver's licence.
• Own reliable vehicle.
• Willingness to travel throughout Gauteng.
• Availability for after-hours support when required.
• Excellent troubleshooting and analytical skills.
• Strong communication and interpersonal skills.
• Customer-focused approach.
• High attention to detail.
• Ability to remain calm under pressure.
• Strong sense of ownership and accountability.

Responsibilities

• Provide 2nd line technical support to residential and business customers.
• Troubleshoot fibre internet connectivity issues remotely.
• Diagnose and resolve network, router, LAN, and WiFi-related issues.
• Manage and update support tickets using Halo Helpdesk.
• Take ownership of escalated incidents from 1st line support.
• Ensure support requests are resolved within agreed SLA timeframes.
• Configure and troubleshoot WAN and WiFi routers.
• Investigate DHCP, packet loss, latency, and speed-related issues.
• Conduct onsite visits to homes, estates, and business premises across Gauteng.
• Install, configure, and optimise routers and networking equipment.
• Perform LAN and WiFi assessments to improve network performance.
• Liaise with Fibre Network Operators (FNOs) regarding faults and escalations.
• Provide basic VoIP troubleshooting and support.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed