Johannesburg: 2nd Line Technical Support Engineer (Remote & Onsite)

Key Responsibilities Provide 2nd line technical support to residential and business customers. Troubleshoot fibre internet connectivity issues remotely. Diagnose and resolve network, router, LAN, and WiFi-related issues. Manage and update support tickets using Halo Helpdesk. Take ownership of escalated incidents from 1st line support. Ensure support requests are resolved within agreed SLA timeframes. Configure and troubleshoot WAN and WiFi routers. Investigate DHCP, packet loss, latency, and speed-related issues. Conduct onsite visits to homes, estates, and business premises across Gauteng. Install, configure, and optimise routers and networking equipment. Perform LAN and WiFi assessments to improve network performance. Liaise with Fibre Network Operators (FNOs) regarding faults and escalations. Provide basic VoIP troubleshooting and support. Minimum Requirements Minimum 3 years’ experience in a technical support role. Experience within an ISP, Fibre Internet, Telecommunications, or Networking environment. Proven experience providing both remote and onsite technical support. Strong understanding of TCP/IP networking. Experience with fibre internet troubleshooting. Router configuration and management experience. LAN and WiFi troubleshooting skills. DHCP troubleshooting experience. Basic VoIP troubleshooting knowledge. Experience working with helpdesk or ticketing systems. Ability to work independently and manage multiple support requests. Essential Requirements Valid South African driver’s licence. Own reliable vehicle. Willingness to travel throughout Gauteng. Availability for after-hours support when required. Personal Attributes Excellent troubleshooting and analytical skills. Strong communication and interpersonal skills. Customer-focused approach. High attention to detail. Ability to remain calm under pressure. Strong sense of ownership and accountability. What We’re Looking For We are looking for a proactive problem-solver who enjoys working with customers and has a genuine passion for networking and technology. The ideal candidate will be comfortable working both independently and as part of a team while delivering a high standard of service. If you meet the above requirements and are looking to grow your career within a dynamic ISP environment, we’d love to hear from you.