Technical Support Engineer
TypeFull-time job
LocationSouth Africa
Posted2 hours ago
About the Company
Our client is a leading provider of managed WiFi and connectivity solutions for holiday parks across the UK. They specialise in delivering reliable internet and network services, ensuring thousands of customers enjoy seamless connectivity across multiple sites. They are a growing, specialist business with an experienced technical team and a strong reputation in their sector.
The Role
We are looking for an experienced Technical Support Engineer to join this team on a fully remote basis. This is a hands-on, ownership-driven role supporting broadband, networking and ISP-related services. You will diagnose and resolve connectivity issues, manage supplier escalations, and deliver an exceptional customer experience throughout.
This is not an entry-level IT support position. We are looking for someone with genuine ISP, telecommunications or network support experience who can confidently troubleshoot complex connectivity issues, manage supplier relationships, and take full ownership of incidents through to resolution.
Key Responsibilities
Technical Support
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 where appropriate and actively manage them through to completion
Customer Support
Handle customer calls professionally and confidently, taking control of conversations while delivering outstanding service
Clearly communicate technical issues and solutions to customers with varying levels of technical knowledge
Manage customer expectations throughout the support process
Prioritise incidents based on urgency, business impact and service levels
Supplier and Incident Management
Liaise with broadband providers, telecommunications suppliers and third-party vendors to resolve service issues
Monitor open incidents and ensure timely updates are provided to customers at all times
Maintain accurate documentation of all support activities within the ticketing system
Ensure all escalations are managed efficiently and professionally
Continuous Improvement
Identify recurring technical issues and recommend service improvements
Share technical knowledge and best practices with colleagues
Contribute to improving support processes and documentation
Maintain a proactive approach to problem-solving and customer satisfaction
Equipment Requirements
Candidates must have the following in place before starting:
A reliable laptop or desktop computer suitable for technical support work
Dual monitors (minimum two-screen setup)
- Stable, high-speed internet connection
Backup power solution to ensure uninterrupted service during load shedding or outages
A quiet, professional home office environment
Working Hours
- Full-time position
4 days on, 4 days off rotating shift pattern
- 12-hour shifts: 08:00 to 20:00 UK time
- Includes weekends and UK bank holidays
Approximately 42 hours per week across the full rotation
Please note: this is a shift-based role with non-standard hours. Only apply if you are fully comfortable with this schedule.
Requirements
Essential
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
Desirable
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
Why Apply
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
About Remote Recruitment
At Remote Recruitment, we specialise in connecting skilled South African professionals with leading UK businesses. Our streamlined process matches exceptional talent with organisations that value technical expertise, professionalism and long-term growth.
Join a team that recognises your talent. Remote Recruitment, where your success is our mission.
Originally posted on Himalayas
Our client is a leading provider of managed WiFi and connectivity solutions for holiday parks across the UK. They specialise in delivering reliable internet and network services, ensuring thousands of customers enjoy seamless connectivity across multiple sites. They are a growing, specialist business with an experienced technical team and a strong reputation in their sector.
The Role
We are looking for an experienced Technical Support Engineer to join this team on a fully remote basis. This is a hands-on, ownership-driven role supporting broadband, networking and ISP-related services. You will diagnose and resolve connectivity issues, manage supplier escalations, and deliver an exceptional customer experience throughout.
This is not an entry-level IT support position. We are looking for someone with genuine ISP, telecommunications or network support experience who can confidently troubleshoot complex connectivity issues, manage supplier relationships, and take full ownership of incidents through to resolution.
Key Responsibilities
Technical Support
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 where appropriate and actively manage them through to completion
Customer Support
Handle customer calls professionally and confidently, taking control of conversations while delivering outstanding service
Clearly communicate technical issues and solutions to customers with varying levels of technical knowledge
Manage customer expectations throughout the support process
Prioritise incidents based on urgency, business impact and service levels
Supplier and Incident Management
Liaise with broadband providers, telecommunications suppliers and third-party vendors to resolve service issues
Monitor open incidents and ensure timely updates are provided to customers at all times
Maintain accurate documentation of all support activities within the ticketing system
Ensure all escalations are managed efficiently and professionally
Continuous Improvement
Identify recurring technical issues and recommend service improvements
Share technical knowledge and best practices with colleagues
Contribute to improving support processes and documentation
Maintain a proactive approach to problem-solving and customer satisfaction
Equipment Requirements
Candidates must have the following in place before starting:
A reliable laptop or desktop computer suitable for technical support work
Dual monitors (minimum two-screen setup)
- Stable, high-speed internet connection
Backup power solution to ensure uninterrupted service during load shedding or outages
A quiet, professional home office environment
Working Hours
- Full-time position
4 days on, 4 days off rotating shift pattern
- 12-hour shifts: 08:00 to 20:00 UK time
- Includes weekends and UK bank holidays
Approximately 42 hours per week across the full rotation
Please note: this is a shift-based role with non-standard hours. Only apply if you are fully comfortable with this schedule.
Requirements
Essential
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
Desirable
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
Why Apply
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
About Remote Recruitment
At Remote Recruitment, we specialise in connecting skilled South African professionals with leading UK businesses. Our streamlined process matches exceptional talent with organisations that value technical expertise, professionalism and long-term growth.
Join a team that recognises your talent. Remote Recruitment, where your success is our mission.
Originally posted on Himalayas
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