Technical Support Engineer

🔥 0 minutes ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Remote Recruitment

WebsiteLinkedInAll Job Openings

11 - 50 employees

🎯 Recruiter

👥 HR Tech

🤝 B2B

Recruitment • HR Tech • B2B

Remote Recruitment is a recruitment company specializing in helping businesses hire skilled professionals remotely, with a focus on talent from South Africa. They offer cost-effective recruitment services that cover a wide range of job titles, from entry-level to C-suite positions. Remote Recruitment provides companies with the opportunity to save significantly on hiring costs, offering free replacements for up to 12 months. They handle all payroll, HR, and legal matters associated with hired talent, ensuring a seamless recruitment process. Their services are designed to bridge skill gaps and optimize hiring budgets for business growth.

📋 Description

• Provide first to 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 ownership of incidents from initial report through to successful resolution. • Escalate complex faults to suppliers where appropriate and actively manage them through to completion. • Handle customer calls professionally and confidently, taking control of conversations while providing 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. • 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. • Maintain accurate documentation of all support activities within the ticketing system. • Ensure all escalations are managed efficiently and professionally. • 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.

🎯 Requirements

• Previous experience within an ISP, telecommunications or network support environment. • 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 and customer service skills. • Strong analytical and problem-solving abilities. • Ability to work independently in a remote environment. • Excellent written and verbal English communication skills.