Technical Support Engineer

Technical Support Engineer

Our client is a leading provider of managed WiFi and connectivity solutions for holiday parks across the UK. They specialise in delivering reliable internet and network services, ensuring thousands of customers enjoy seamless connectivity across multiple sites. They are a growing, specialist business with an experienced technical team and a strong reputation in their sector.

The Role

We are looking for an experienced Technical Support Engineer to join this team on a fully remote basis. This is a hands-on, ownership-driven role supporting broadband, networking and ISP-related services. You will diagnose and resolve connectivity issues, manage supplier escalations, and deliver an exceptional customer experience throughout.

This is not an entry-level IT support position. We are looking for someone with genuine ISP, telecommunications or network support experience who can confidently troubleshoot complex connectivity issues, manage supplier relationships, and take full ownership of incidents through to resolution.

Key Responsibilities

Technical Support

• Provide first, second and 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 full ownership of incidents from initial report through to successful resolution
• Escalate complex faults to suppliers where appropriate and actively manage them through to completion

Customer Support

• Handle customer calls professionally and confidently, taking control of conversations while delivering 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

Supplier and Incident Management

• 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 at all times
• Maintain accurate documentation of all support activities within the ticketing system
• Ensure all escalations are managed efficiently and professionally

Continuous Improvement

• 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

Equipment Requirements

• A reliable laptop or desktop computer suitable for technical support work
• Dual monitors (minimum two-screen setup)
• Stable, high-speed internet connection
• Backup power solution to ensure uninterrupted service during load shedding or outages
• A quiet, professional home office environment

Working Hours

• Full-time position
• 4 days on, 4 days off rotating shift pattern
• 12-hour shifts: 08:00 to 20:00 UK time
• Includes weekends and UK bank holidays
• Approximately 42 hours per week across the full rotation
• Please note: this is a shift-based role with non-standard hours. Only apply if you are fully comfortable with this schedule.