Technical Support Engineer

Key Responsibilities:

• Handle inbound support tickets/calls/chats from customers reporting no internet, intermittent connectivity, slow speeds, authentication failures, or service activation issues
• Verify customer account status, subscription package, billing compliance, service location, and provisioning in the ISP backend systems (e.g., RADIUS, PPPoE, CRM/billing platforms)
• Perform remote diagnostics on network connectivity
• Check line status / signal levels (for DSL/cable/fiber) via management tools
• Analyze authentication logs (PPPoE, MAC binding, VLAN issues)
• Run ping, traceroute, bandwidth tests from ISP side or guide customer through basic tests
• Identify whether the issue is on the customer side (wiring, CPE misconfig), last-mile, or core network
• Guide customers through basic troubleshooting steps: modem/router power cycle, factory reset, checking indicator lights, verifying cables/connections, Wi-Fi channel interference basics
• Escalate issues requiring physical intervention (fiber cuts, faulty ONT/ONU/modem, pole/cabinet problems) to field technicians, Core, or escalation teams with detailed notes and logs
• Process service activations, suspensions, speed upgrades/downgrades, plan changes, and MAC/IP bindings in real-time
• Monitor and report recurring issues or widespread outages to network operations for faster resolution
• Document all interactions, resolutions, and workarounds in the ticketing system and contribute to the internal knowledge base (e.g., common error codes, troubleshooting flows)
• Achieve team KPIs: first-contact resolution rate, average handle time, ticket backlog management
• Participate in shift rotations (including evenings/weekends) and occasional on-call for critical network incidents

Requirements

• Diploma or Bachelor’s degree in Information Technology, Telecommunications, Computer Networks, or related field (or equivalent experience)
• 2+ years of experience in ISP technical support, call center network support, helpdesk for broadband/fiber services, or similar telecom role
• Strong understanding of internet connectivity technologies:
• Fiber (GPON, EPON, FTTH/FTTB), cable, WiFi basics
• PPPoE, DHCP, IP addressing, VLAN tagging
• Basic routing & switching concepts (NAT, port forwarding, DMZ)
• Hands-on experience with ISP backend tools: CRM/billing systems, RADIUS servers, provisioning platforms, network monitoring (e.g., Cacti, Smart OLT e.t.c)
• Proficiency in using diagnostic commands: ping, traceroute, ipconfig/ifconfig, nslookup
• Excellent communication skills — ability to explain network concepts simply to non-technical customers (many will be frustrated or angry)
• High level of patience, empathy, and stress management in high-call-volume environments
• Fluency in English (and Swahili highly preferred in Kenyan context)
• Certifications in Linux, CCNA/CCNP/JNCIA, basic scripting/automation exposure (e.g., understanding logs or simple batch commands) will be an added advantage