Technical Support Engineer
Remote Recruitment
🇿🇦 Hirezar Summary for South African Applicants
This fully remote full time position at Remote Recruitment is open to applicants from South Africa. As a remote position, you can work from anywhere in South Africa — whether you're based in Johannesburg, Cape Town, Durban, or a smaller town.
Job Description
Remote Recruitment is hiring a Technical Support Engineer for a UK-based employer, fully remote from South Africa.
About the Company
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
Candidates must have the following in place before starting:
- 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.
Requirements
Essential
- Previous experience within an ISP, telecommunications or network support environment
- Proven experience providing first, second or third-line technical support
- Strong understanding of broadband technologies, WAN connectivity, routers, wireless networks and WiFi troubleshooting
- Experience managing supplier escalations and third-party service providers
- Excellent telephone communication skills with a confident, customer-first approach
- Strong analytical and problem-solving abilities
- Ability to work independently and stay focused through long shifts in a remote environment
- Excellent written and verbal English communication skills
Desirable
- Experience with MikroTik networking equipment
- Experience with Ubiquiti wireless solutions
- Experience with Cambium Networks products
- Experience with Splinx platforms
- Previous experience supporting hospitality or holiday park environments
- Experience supporting UK-based customers
Benefits
Why Apply
- Join a specialist UK connectivity business supporting holiday parks nationwide
- Work with a highly experienced and supportive technical team
- Exposure to a wide range of networking and ISP technologies
- Long-term career opportunities within a growing company
- Fully remote working environment
- Real ownership of challenging technical issues with direct impact on customer satisfaction
About Remote Recruitment
At Remote Recruitment, we specialise in connec
Tips for South African Applicants
Timezone Advantage
South Africa (SAST, UTC+2) overlaps well with European business hours and has a few hours of overlap with US East Coast. Mention your timezone flexibility in your application.
Salary in Context
Even without a listed salary, international remote roles typically pay 2-3x more than equivalent local positions in South Africa due to the exchange rate advantage.
Application Tips
Tailor your CV to international standards — use a clean format, highlight remote work experience, and include your English proficiency. Many SA applicants succeed by emphasising their strong work ethic and cultural adaptability.
Load Shedding Preparedness
If you're applying for a remote role, having a backup power solution (UPS, inverter, or generator) and mobile data as a backup internet connection shows employers you're prepared for South Africa's infrastructure challenges.
About Remote Recruitment
Remote Recruitment is a company in the Recruitment & Staffing industry that hires remote workers from South Africa. They currently have 87 open positions on Hirezar. View all Remote Recruitment jobs →