Technical Support Engineer - Remote Recruitment

Technical Support Engineer

Job Overview

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 looking for an experienced Technical Support Engineer to join their growing technical support team. This is a hands-on role supporting broadband, networking and ISP-related services, where you'll diagnose and resolve connectivity issues while delivering an exceptional customer experience.

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

Key Responsibilities

Technical Support

Provide first to 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 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 providing 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 & 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.

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.

Qualifications & Experience

To be successful in this role, you should have:

Previous experience within an ISP, telecommunications or network support environment.

Experience providing first, second or third-line technical support.

Strong understa