2nd Line Technical Support Engineer

2nd Line Technical Support Engineer
Provide technical support and advanced diagnostics for residential and business fibre internet clients.
Johannesburg. Fibre Internet / ISP / Networking industry. R14 000 - R18 000.

About Our Client
The company operates in the fibre internet, ISP, and networking industry. It provides residential and business fibre connectivity, LAN networking, routers, and VoIP services.

The Role: 2nd Line Technical Support Engineer
This role exists to take ownership of escalated support requests and perform advanced diagnostics to ensure high levels of customer satisfaction. It contributes to the business by resolving complex issues related to fibre, routers, and VoIP services while maintaining service level agreements. The main focus areas include remote troubleshooting, ticket management, and providing on-site technical support for connectivity and networking infrastructure.

Key Responsibilities

• Provide 3+ years of technical support experience within the ISP, fibre internet, or networking industry.
• Deliver 2nd line technical support for fibre internet connectivity, LAN, and router issues via phone and remote access.
• Manage and document the full lifecycle of support tickets using the Halo Helpdesk system within defined SLA timeframes.
• Conduct onsite visits to homes, estates, and businesses to perform LAN assessments and install network equipment.
• Configure and troubleshoot WAN and Wi-Fi routers, addressing DHCP, latency, and packet loss problems.
• Coordinate with Fibre Network Operators to log, track, and escalate fibre line or ONT faults.
• Provide basic troubleshooting and support for VoIP systems.
• Perform mandatory after-hours support and travel for on-site support in Gauteng.

About You

• 3+ years of technical support experience.
• Experience in ISP, fibre internet, or networking environments.
• Experience providing both remote and on-site technical support.
• Technical proficiency in TCP/IP networking, router configuration, and DHCP troubleshooting.
• Valid driver's license and own reliable transport.
• Willingness to travel for on-site support in Gauteng and work mandatory after-hours support.
• Strong analytical skills with the ability to manage multiple tickets simultaneously.
• Excellent communication skills, customer-focused mindset, and high attention to detail.
• Ability to work independently.