Senior Technical Support Agent

Our client is looking for an experienced Senior Technical Support Agent to join their Operations / Technical Support team.

The successful candidate will provide first-line and second-line technical support to residential and business customers across Fibre-to-the-Home (FTTH) and Wi-Fi networks. This role requires strong technical troubleshooting ability, excellent customer communication, and the ability to manage support queries accurately through CRM and ticketing systems.

This is a senior support role suited to someone with previous experience in an Internet Service Provider (ISP), Fibre Network Operator (FNO), Managed Service Provider (MSP), or telecommunications environment.

Key Responsibilities

Technical Support

• Provide first-line and second-line technical support via telephone, email, ticketing systems, and remote support tools.
• Troubleshoot fibre, internet, Wi-Fi, router, ONT, and access point connectivity issues.
• Assist customers with connecting to Wi-Fi networks through ONTs, routers, and wireless access points.
• Diagnose and resolve issues relating to:
• Slow internet speeds
• No connectivity
• Wi-Fi coverage
• Authentication failures
• Fibre link issues
• ONT status and alarms
• Router configuration
• Access point connectivity
• Guide customers through troubleshooting on Windows, macOS, Android, and iOS devices.
• Perform remote diagnostics before escalating faults.
• Identify whether faults are customer-side, network-side, or infrastructure-related.
• Escalate outages, fibre breaks, and infrastructure faults to the Network Operations Centre or relevant technical teams.

Customer Service

• Deliver professional, customer-focused technical support.
• Maintain clear and consistent communication with customers throughout the fault resolution process.
• Manage customer expectations around turnaround times and next steps.
• Follow up on unresolved tickets until closure.
• Ensure all customer interactions are documented accurately.

Ticket and Incident Management

• Log, update, and manage incidents using CRM and ticketing systems.
• Ensure all tickets include complete troubleshooting notes and accurate customer information.
• Prioritise tickets according to SLA requirements.
• Monitor ticket queues and ensure timely responses.
• Escalate unresolved or complex issues appropriately.

Systems and Administration

• Work across multiple operational systems, including:
• CRM platforms
• Ticketing systems
• Radius/authentication platforms
• Fibre provisioning systems
• Monitoring platforms
• Customer management portals
• Email systems
• Maintain accurate customer records and update service information where required.
• Use Microsoft Excel to update, track, and report on activations, installations, faults, and service requests.

Reporting

• Prepare daily and weekly reports where required.
• Track recurring issues and identify trends.
• Assist with reporting on support performance, customer experience, and fault resolution.
• Ensure administrative accuracy across all support activities.

Collaboration

• Work closely with Operations, Network Engineers, Field Technicians, Installation Teams, Sales, and Property Managers.
• Assist with service activations and customer go-live processes.
• Support installation teams during activations and handovers.
• Coordinate with technicians regarding onsite faults and service-related issues.

Minimum Requirements

Experience

• Minimum of 4–6 years' technical support experience.
• At least 3 years' experience within an ISP, FNO, telecommunications, or managed services environment.
• Experience supporting FTTH customers.
• Experience troubleshooting GPON networks.
• Experience supporting Wi-Fi deployments using wireless access points.
• Experience supporting residential and business internet customers.
• Experience using CRM and ticketing systems.

Technical Knowledge

The successful candidate should have working knowledge of:

• GPON technology
• Fibre-to-the-Home
• ONTs
• Optical splitters
• Routers
• Mesh Wi-Fi
• Wireless access points
• DHCP
• DNS
• NAT
• IP addressing
• PPPoE
• Wireless troubleshooting
• Basic switching concepts
• Basic networking principles
• Fibre infrastructure

Knowledge of VLANs will be advantageous.

Computer Skills

The candidate must be confident working with:

• Microsoft Excel, intermediate to advanced level
• Formulas
• Filtering
• Sorting
• Pivot tables
• Basic data analysis
• Microsoft Outlook
• Microsoft Word
• Microsoft Teams
• CRM systems
• Ticketing systems
• Remote desktop software

Preferred Qualifications

The following qualifications will be advantageous:

• Diploma or certificate in Information Technology, Networking, Telecommunications, or Computer Science
• CompTIA A+
• CompTIA Network+
• MikroTik MTCNA
• Ubiquiti training
• Fibre networking or GPON certification
• CCNA

Personal Attributes

• Strong troubleshooting ability
• Analytical and logical thinker
• High attention to detail
• Excellent verbal and written communication skills
• Strong customer service orientation
• Calm under pressure
• Able to multitask in a fast-paced support environment
• Strong time management skills
• Highly organised
• Professional telephone manner
• Team player
• Self-motivated
• Able to work independently with minimal supervision

Key Performance Indicators

Performance in this role will be measured against:

• First Call Resolution
• SLA adherence
• Average response time
• Average resolution time
• Ticket quality
• Customer satisfaction
• Escalation accuracy
• Ticket closure rate
• Documentation accuracy
• Customer communication quality

Ideal Candidate

The ideal candidate is an experienced ISP support professional who understands both technical troubleshooting and customer service.

They can confidently diagnose connectivity issues involving ONTs, routers, Wi-Fi access points, GPON networks, and fibre services while maintaining clear and professional communication with customers.

They are highly organised, comfortable working across multiple systems, proficient in Microsoft Excel and email communication, and able to manage a high-volume support environment without compromising service quality.

This role is suited to someone who takes ownership of customer issues, follows problems through to resolution, and contributes positively to the performance and reliability of the support team.