Technical Customer Support

Role Overview

This position sits at the intersection of field engineering and customer support. You will travel to customer sites to handle installations, repairs, and scheduled maintenance, while also acting as a reliable point of contact for clients who need clear answers about service disruptions or technical issues. Your work directly affects whether customers stay connected and satisfied, so you will need to balance hands-on technical competence with a calm, professional approach to communication.

Key Responsibilities

• Carry out on-site installation, fault diagnosis, and repair work for scheduled and emergency service calls.
• Keep customers informed about the status of both planned maintenance and unplanned outages, including estimated resolution times.
• Review incoming service requests and decide whether to resolve them locally, route them to the central support facility, or escalate them to specialist technical teams.
• Provide clear, accurate technical guidance to customers by phone and in person, translating complex issues into understandable terms.
• Help design and implement improvements to support workflows, monitoring tools, and service quality procedures.
• Maintain precise records of site visits, resolutions, performance metrics, and equipment status, and produce ticket-resolution summaries on a daily, weekly, and monthly basis.
• Respond to customer queries about service performance, product capabilities, and network availability, ensuring they receive consistent and correct information.
• Enforce company quality standards and service level agreements during every field interaction.

Requirements & Qualifications

• Solid working knowledge of ISP infrastructure, including network connectivity, customer premises equipment, and common broadband or leased-line technologies.
• Hands-on experience with installation, troubleshooting, and maintenance of customer-facing ICT systems.
• Strong customer service skills, with the ability to remain patient and professional under pressure.
• Excellent verbal communication, especially when explaining technical concepts to non-technical customers.
• Proven problem-solving ability, including methodical fault isolation and root-cause analysis.
• Comfort working both independently and as part of a small technical team, with limited direct supervision.
• Good organisational habits, particularly around documentation, reporting, and follow-up.
• A genuine commitment to delivering high-quality service and seeing issues through to resolution.

Why Join Us?

You will join a technical team where your work has a tangible impact on customer uptime and satisfaction. This role offers variety, field exposure, and the chance to contribute directly to improved service delivery across the network.