2nd Line Technical Support Engineer (Remote & Onsite)

Key Responsibilities

• Provide 2nd line technical support to residential and business customers.
• Troubleshoot fibre internet connectivity issues remotely.
• Diagnose and resolve network, router, LAN, and WiFi-related issues.
• Manage and update support tickets using Halo Helpdesk.
• Take ownership of escalated incidents from 1st line support.
• Ensure support requests are resolved within agreed SLA timeframes.
• Configure and troubleshoot WAN and WiFi routers.
• Investigate DHCP, packet loss, latency, and speed-related issues.
• Conduct onsite visits to homes, estates, and business premises across Gauteng.
• Install, configure, and optimise routers and networking equipment.
• Perform LAN and WiFi assessments to improve network performance.
• Liaise with Fibre Network Operators (FNOs) regarding faults and escalations.
• Provide basic VoIP troubleshooting and support. 

• Minimum 3 years' experience in a technical support role.
• Experience within an ISP, Fibre Internet, Telecommunications, or Networking environment.
• Proven experience providing both remote and onsite technical support.
• Strong understanding of TCP/IP networking.
• Experience with fibre internet troubleshooting.
• Router configuration and management experience.
• LAN and WiFi troubleshooting skills.
• DHCP troubleshooting experience.
• Basic VoIP troubleshooting knowledge.
• Experience working with helpdesk or ticketing systems.
• Ability to work independently and manage multiple support requests.

• Valid South African driver's licence.
• Own reliable vehicle.
• Willingness to travel throughout Gauteng.
• Availability for after-hours support when required.

• Excellent troubleshooting and analytical skills.
• Strong communication and interpersonal skills.
• Customer-focused approach.
• High attention to detail.
• Ability to remain calm under pressure.
• Strong sense of ownership and accountability.