ISP Support Engineer
One Mile Telecoms · Johannesburg, Gauteng
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We are looking for a motivated and technically skilled Support Engineer to join our growing team in Gauteng.
The ideal candidate will have a strong interest in networking, fibre connectivity and telecommunications, with hands-on experience troubleshooting and supporting internet and VoIP services.
This is a practical, customer-focused technical role suited to someone who enjoys solving problems, working with networking equipment and assisting customers with connectivity issues.
Experience with MikroTik, Cudy, Ruijie/Reyee, Ubiquiti, fibre, GPON, VoIP, 3CX and Bicom/PBXware will be highly advantageous.
We are looking for someone who is dependable, eager to learn, comfortable working in a fast-paced technical environment and takes pride in resolving customer issues efficiently and professionally.
Duties & Responsibilities
Provide Level 1 and Level 2 technical support to residential and business customers via phone, WhatsApp, email and ticketing systems.
Troubleshoot internet, fibre, GPON, PPPoE, Wi-Fi and network connectivity issues.
Configure and troubleshoot MikroTik, Cudy, Ruijie/Reyee, Ubiquiti and other customer networking equipment.
Diagnose DHCP, DNS, NAT, VLAN, routing and IP-related problems.
Troubleshoot VoIP/SIP services and PBX platforms including 3CX and Bicom/PBXware.
Monitor network services, respond to outages and escalate faults to upstream providers when required.
Liaise with fibre network operators and follow up on faults until resolution.
Maintain accurate support tickets, technical notes and customer updates.
Assist field technicians with installations, activations and remote troubleshooting.
Participate in an after-hours/on-call support rotation , responding to critical customer faults, network alerts and outages.
Escalate major incidents to senior engineers and provide regular updates until services are restored.
Deliver professional, efficient and customer-focused technical support.
Desired Experience & Qualification
Minimum 2+ years' experience in an ISP, telecommunications, network support or similar technical support environment.
Relevant IT, networking or telecommunications qualification/certification advantageous.
Good working knowledge of MikroTik RouterOS .
Experience with fibre, GPON, PPPoE, TCP/IP, DHCP, DNS, NAT and Wi-Fi troubleshooting.
Experience with Cudy, Ruijie/Reyee and Ubiquiti equipment advantageous.
Working knowledge of VoIP, SIP, 3CX and Bicom/PBXware advantageous.
Experience providing Level 1 and Level 2 customer technical support.
Strong troubleshooting and problem-solving abilities.
Good written and verbal communication skills.
Willing and able to participate in after-hours/on-call support .
Ability to work independently as well as part of a technical team.
Previous experience working for an ISP or fibre network environment will be highly advantageous.
Package & Remuneration
Employment Type: Full-time
Remuneration: Market-related and based on the candidate’s qualifications, skills and experience.
Opportunity for professional growth and development within the ISP and telecommunications industry.