Technical Support Engineer

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 connecting skilled South African professionals with leading UK businesses. Our streamlined process matches exceptional talent with organisations that value technical expertise, professionalism and long-term growth.

Join a team that recognises your talent. Remote Recruitment, where your success is our mission.

Originally posted on Himalayas