3rd Line Support Engineer

Location: Remote
Reporting to: Ops Manager
Salary: R30 000 - R35 000, subject to experience
Working Hours: Permanent, full-time

Position Overview:

The Networks Engineering, Technical Support & Services Lead will spearhead the technical support and customer service operations, ensuring seamless service delivery across various networks, including over 400 holiday parks and resorts in the UK. This role encompasses managing a team of technicians and engineers, overseeing service desk operations, and ensuring high customer satisfaction. The position is split into two main functions based on the season: technical engineering during peak seasons and managerial duties during off-seasons.

Key Responsibilities:

Department Leadership:

• Lead when needed and handle operational duties, manage, and mentor a team of technical support professionals, engineers, and apprentices.

• Hands on technical support.

• Set clear objectives, provide guidance, and foster a positive work culture.

• Develop and inspire the team, recruiting new seasonal team members as required.

• Support and develop the technical support staff, ensuring a high-performing team that meets daily performance targets.

• Make informed decisions and motivate the team to succeed.

• Be flexible and resilient, especially during peak holiday seasons, and provide on-call support.

Technical Support & Service Desk Management:

• Oversee day-to-day operations of the technical support department, ensuring efficient ticket resolution and high-quality customer service, with a hands on approach.

• Manage and optimise an end-to-end service desk tool, including workflow enhancements to meet and exceed service level agreements (SLAs).

• Monitor and manage workloads, adjusting staffing levels to ensure optimal resource allocation.

• Handle escalations and client complaints, working with the team to ensure satisfactory resolution.

Networking Expertise:

• Administer and maintain wireless networks (WAN, LAN, WLAN), including the configuration and maintenance of guest access portals.

• Use network monitoring tools (e.g., PRTG) to proactively identify and resolve potential issues.

• Support and maintain guest captive portals and guest access systems.

• Accountable for proactive site maintenance schedules and network upgrade life cycles for existing customers.

Customer Relationship Management:

• Cultivate strong relationships with customers, addressing concerns and ensuring their technical needs are met.

• Collaborate with sales and marketing teams to gather customer feedback for continuous improvement.

• Build and maintain a support system for end users, including self-service tools, FAQs, and knowledge base articles.

Field Operations (Seasonal):

• Provide additional support and assistance to the field team in maintaining and improving client networks.

Key Skills, Experience, and Qualifications:

Essential:

• Proven experience in service management or similar roles within an ISP or MSP environment.

• Strong technical support and troubleshooting skills, particularly in networking and Wi-Fi technologies.

• Experience with ticketing systems, CRM systems and service management.

• Experienced as a field engineer / 3rd line engineer in ISP environment.

• Hands-on experience with network cabling, patching, and maintenance of both copper and fibre.

• Knowledge of network monitoring systems and specific equipment (e.g., Cambium, Draytek, Ubiquiti, Mikrotik).

• Strong organisational skills, with the ability to manage schedules and prioritise tasks.

• Able to work flexible hours, including weekends and out-of-hours, during designated shift hours, and willing to be on call during non-shift hours or as per business requirements.

Desired:

• Relevant certifications such as Mikrotik (MTCNA and MTCRE), CWNA WiFi certification, or equivalent.

• Experience with ITIL or equivalent service management certification.

• Working knowledge of scripting, automation, and designing workflows.

• Experience working at a WISP or in a similar environment.