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ISP Support Engineer

One Mile Telecoms
1 day ago
Full-time
Remote
South Africa
Automation

Introduction

We are looking for a motivated and technically skilled Support Engineer to join our growing team in Gauteng.

The ideal candidate will have a strong interest in networking, fibre connectivity and telecommunications, with hands-on experience troubleshooting and supporting internet and VoIP services.

This is a practical, customer-focused technical role suited to someone who enjoys solving problems, working with networking equipment and assisting customers with connectivity issues.

Experience with MikroTik, Cudy, Ruijie/Reyee, Ubiquiti, fibre, GPON, VoIP, 3CX and Bicom/PBXware will be highly advantageous.

We are looking for someone who is dependable, eager to learn, comfortable working in a fast-paced technical environment and takes pride in resolving customer issues efficiently and professionally.

Duties & Responsibilities

  • Provide Level 1 and Level 2 technical support to residential and business customers via phone, WhatsApp, email and ticketing systems.

  • Troubleshoot internet, fibre, GPON, PPPoE, Wi-Fi and network connectivity issues.

  • Configure and troubleshoot MikroTik, Cudy, Ruijie/Reyee, Ubiquiti and other customer networking equipment.

  • Diagnose DHCP, DNS, NAT, VLAN, routing and IP-related problems.

  • Troubleshoot VoIP/SIP services and PBX platforms including 3CX and Bicom/PBXware.

  • Monitor network services, respond to outages and escalate faults to upstream providers when required.

  • Liaise with fibre network operators and follow up on faults until resolution.

  • Maintain accurate support tickets, technical notes and customer updates.

  • Assist field technicians with installations, activations and remote troubleshooting.

  • Participate in an after-hours/on-call support rotation, responding to critical customer faults, network alerts and outages.

  • Escalate major incidents to senior engineers and provide regular updates until services are restored.

  • Deliver professional, efficient and customer-focused technical support.

Desired Experience & Qualification

  • Minimum 2+ years' experience in an ISP, telecommunications, network support or similar technical support environment.

  • Relevant IT, networking or telecommunications qualification/certification advantageous.

  • Good working knowledge of MikroTik RouterOS.

  • Experience with fibre, GPON, PPPoE, TCP/IP, DHCP, DNS, NAT and Wi-Fi troubleshooting.

  • Experience with Cudy, Ruijie/Reyee and Ubiquiti equipment advantageous.

  • Working knowledge of VoIP, SIP, 3CX and Bicom/PBXware advantageous.

  • Experience providing Level 1 and Level 2 customer technical support.

  • Strong troubleshooting and problem-solving abilities.

  • Good written and verbal communication skills.

  • Willing and able to participate in after-hours/on-call support.

  • Ability to work independently as well as part of a technical team.

  • Previous experience working for an ISP or fibre network environment will be highly advantageous.

Package & Remuneration

  • Employment Type: Full-time

  • Remuneration: Market-related and based on the candidate’s qualifications, skills and experience.

  • Opportunity for professional growth and development within the ISP and telecommunications industry.