Job Title

Technical Support Engineer (1st & 2nd Line)

Job Overview

We are seeking a proactive and customer-focused Technical Support Engineer to join a dynamic UK-based organisation. This role offers an exciting opportunity to work in a fast-paced support environment, handling high volumes of technical queries while developing your networking and troubleshooting expertise. You will play a key role in ensuring seamless connectivity for users, contributing to service excellence and customer satisfaction, while gaining exposure to more advanced technical support functions.

Responsibilities

• Manage a high volume of support tickets, ensuring accurate updates and timely resolution

• Provide 1st line support via phone, email, and chat for end users and site operators

• Troubleshoot common connectivity issues including Wi-Fi, login, and network access

• Escalate complex technical issues to senior engineers with clear documentation

• Access and troubleshoot network equipment remotely via VPN

• Assist with diagnosing router, access point, and network configuration issues

• Monitor network alerts and proactively identify potential problems

• Process ISP-related tasks including new orders, billing queries, upgrades, and cancellations

• Coordinate with field engineers for installations and fault resolution

• Maintain clear communication with internal teams and external stakeholders

• Support account updates and service adjustments for customers

• Ensure all troubleshooting steps are followed before escalation

Qualifications and Experience

• 1–2 years’ experience in an ISP, MSP, or technical support environment

• Basic networking knowledge (Wi-Fi, IP configuration, PPPoE, etc.)

• Experience working with routers, access points, and VPN access

• Familiarity with ticketing systems and handling high-volume support queues

• Strong customer service experience across both B2C and B2B environments

• Ability to follow structured troubleshooting processes

• Excellent communication and coordination skills

• Comfortable working in a shift-based environment, including weekends

• Advantageous: Experience with MikroTik, Ubiquiti, or Cambium devices

• Advantageous: Certifications such as CompTIA Network+

• Must have a reliable laptop and stable internet connection

About Us

At Remote Recruitment, we specialise in helping skilled South African professionals connect with top UK businesses. Our streamlined hiring process ensures you work with organisations that value your talent and career growth. With a focus on long-term success, we provide ongoing support to make sure you thrive in your role.

Join a team that appreciates your expertise – Remote Recruitment, where your success is our mission.