Broadband & Wi-Fi Technical Support

Job Description

Working hours are typically 45 hours per week Monday to Friday 9am to 6pm, but will be required to work one Bank Holiday per year (8 hours total)

You will need to be able to commute to London up to three days per week.

£40-46k+ >10% annual bonus based on agreed metrics, such as customer retention and positive reviews

Make your mark on a fast-growing, disruptive brand with opportunity for personal growth

What you’ll do:

• As a voice for our client you will be responsible for speaking to customers in a professional way
• Provide level 2 support answering questions related to Wi-Fi or Networking
• Work with partners to diagnose & solve technical problems resulting from the CPE Firmware, Openreach’s Access Network or Layer 3 Core Network Authentication
• Work with partners, including network (wholesale and Voice over IP) and CPE partners to solve customer issues
• Perform packet loss tests
• Solve customer LAN issues by evaluating CPE logs
• Ownership of new CPE firmware and hardware testing
• Use specialist technical knowledge of the network to monitor, proactively detect and resolve issues, and work with colleagues and external partners to investigate and resolve escalated issues

What you’ll need:

• At least 3 years’ experience in working within Network Engineering skilled in Routers, Wi-Fi, Switches and Firewalls
• Technical understanding of residential Wi-Fi & Networks, including IPv6, Wi-Fi 5/6/6e/7, Wi-Fi Radios/Channels and FTTC/FTTP/Coaxial networks
• Experience working with Layer 3 Openreach Wholesale Partners, such as TalkTalk or BT Wholesale
• Experience working with TR-69 & ACS
• Ability to test packet loss on a Broadband circuit
• Ability to read and understand Router logs
• Understanding of PPPoE & DHCP Authentication
• Fast passed, problem solver who does not stop until an issue is solved
• Curiosity and ability to learn quickly
• Empathy with the ability to make the Customer’s issues your own
• Self-starter who is confident to jump in and take ownership

It would be great if you had:

• Experience working with Plume Frontline
• Experience working with network authentication for Alt-Nets, such a City Fibre
• Experience working with Genie ACS
• Experience working with Voice over IP (VoIP)
• Experience with HubSpot CRM