Network Support Engineer – Customer Service & Technical Role

About the role

We are looking for a Network Support Engineer to handle enquiries and order processing for our internet services. The role provides quality technical support, troubleshooting, and information to customers in a mid‑volume call‑centre environment. You will work across inbound calls, chats, and emails to ensure a fast, reliable, and easy internet experience.

Key responsibilities

• Perform service qualification checks using advanced web‑based applications.
• Respond to sales enquiries and process orders for service provisioning.
• Troubleshoot internet and voice issues across technologies such as FTTN/X, FTTP/H, FTTC, FTTB, HFC, Fixed Wireless, 3G/4G LTE, ADSL, PSTN and VoIP.
• Collaborate with Products, Operations and Quality teams to resolve problems and improve processes.
• Document customer interactions and outcomes in the CRM and other tracking tools.
• Participate in regular coaching sessions focused on NPS and ASA metrics.

Required profile

• Excellent business communication skills in English, both written and verbal.
• Experience delivering live web‑chat support and handling customer calls.
• Basic knowledge of computer networking theories and troubleshooting.
• Attention to detail and ability to work extended periods in a call‑centre setting.

Required skills

• FTTN/X, FTTP/H, FTTC, FTTB, HFC
• Fixed Wireless, Mobile 3G/4G LTE
• ADSL, PSTN, VoIP
• Basic networking troubleshooting

What we offer

• Quarterly Superstar Awards and milestone gifts.
• Referral bonus, Fruits & Nuts Mondays, and monthly engagement events.
• Flexible work – three days in the office, two days remote.
• Leadership and development training, Career Excellence Program, and Employee Assistance Program.
• Inclusive and diverse workplace culture.