Technical Support Engineer
As a Technical Support Engineer you will provide expert remote technical assistance to residential, business, and enterprise customers experiencing issues with internet connectivity, broadband services, fiber /Wi-Fi service delivery, account provisioning, speed/performance problems, and service outages.
This role emphasizes network-level diagnostics, customer account verification, service activation/deactivation, basic CPE (Customer Premises Equipment) configuration guidance (e.g., modem/router reset & basic settings), and coordination with field technicians or network operations for physical infrastructure issues.
This is a high-volume, customer-facing role requiring strong diagnostic skills, patience, and the ability to manage frustrated customers during outages or slow speeds.
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