1st & 2nd Line Technical Support Engineer - Remote

Overview

This is a hybrid technical support role combining customer service, hands-on troubleshooting, and operational coordination. You’ll handle a range of responsibilities—from basic connectivity support to remote diagnostics of networking equipment—while also assisting with field operations and managing consumer accounts.

In Short

• Respond to support requests via phone, email, and chat
• Troubleshoot basic connectivity, login, and Wi-Fi issues
• Guide users through simple fixes or escalate when needed
• Maintain clear, up-to-date support tickets and user updates
• Remotely access and troubleshoot routers, APs, and point-to-point links via VPN
• Resolve configuration issues on common platforms (e.g., MikroTik, Ubiquiti, Cambium)
• Monitor alerts and proactively identify potential problems
• Process new service orders and handle billing issues
• Coordinate with field engineers for site visits and new installations
• Act as a point of contact for operators on contracts and service queries

Requirements

• 2+ years in ISP or MSP support/operations
• Good understanding of networking (Wi-Fi, IP configuration, PPPoE, etc.)
• Experience troubleshooting routers and using VPN tools
• Strong B2C and B2B customer service experience
• Familiarity with ISP systems, ticketing platforms, and account management
• Clear communication skills and ability to work across teams
• Bonus: MikroTik/Ubiquiti experience or certifications like CompTIA Network+

Benefits

• Fully remote work opportunity
• Flexible hours with a 4 on, 4 off shift pattern
• Competitive salary
• Opportunity for professional development
• Supportive team environment