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.