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
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 understanding of broadband technologies, WAN connectivity, routers, wireless networks and WiFi troubleshooting.
Experience managing supplier escalations and third-party service providers.
Excellent telephone communication and customer service skills.
Strong analytical and problem-solving abilities.
Ability to work independently in a remote environment.
Excellent written and verbal English communication skills.
Desirable Experience
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.
Equipment Requirements
Candidates must have:
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 outages.
A quiet, professional home office environment.
Working Hours
Full-time position.
4 days on / 4 days off rotating shift pattern.
12-hour shifts: 08:00–20:00 (UK time).
Includes weekends and UK bank holidays.
Average of approximately 42 hours per week across the full rotation.
What We Offer
Opportunity to join a specialist UK connectivity provider 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 business.
Fully remote working environment.
The opportunity to take ownership of challenging technical issues and make a direct impact on customer satisfaction.
LinkedIn Screening Questions
Do you have professional experience working within an ISP, telecommunications or network support environment? (Yes/No)
How many years of experience do you have providing technical support for broadband, networking or connectivity services? (Number)
Do you have a home office with dual monitors, reliable high-speed internet and backup power? (Yes/No)
Interview Questions
Can you describe a complex broadband or network fault you diagnosed and resolved? What was your troubleshooting process?
Tell us about a time you managed a
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 121 open positions on Hirezar. View all Remote Recruitment jobs →