Tier 2 ISP Technician

Key Responsibilities

Wireless & Network Infrastructure

• Install, configure, maintain, and upgrade wireless infrastructure including wireless controllers, network access management systems, and guest Wi-Fi networks.
• Deploy and support Wi-Fi access points (WAPs), radios, antennas, routers, switches, servers, printers, and endpoint devices.
• Conduct wireless site surveys, signal analysis, coverage testing, and network optimization.
• Generate heatmaps, survey reports, and infrastructure recommendations.

Technical Support & Troubleshooting

• Provide Tier 1, 2, and 3 support for wireless, fibre, and broadband connectivity issues.
• Troubleshoot and resolve complex hardware, software, and network-related incidents.
• Diagnose escalated technical issues and restore services efficiently to minimize downtime.
• Perform advanced fault-finding, device configuration, and performance optimization across multi-vendor platforms.

Network Administration

• Manage and maintain LAN, WAN, and wireless network environments.
• Configure and support routers, switches, firewalls, and wireless access points.
• Monitor network performance, availability, and security.
• Maintain IP addressing, DHCP scopes, and network services.

Security & Systems Management

• Manage and maintain secure network environments.
• Administer RADIUS servers and authentication systems.
• Support client security software and endpoint protection.
• Ensure compliance with internal security standards and best practices.

Fibre & Broadband Infrastructure

• Perform installation, maintenance, diagnostics, and repairs on fibre broadband and wireless access equipment.
• Support ISP-grade infrastructure deployments and upgrades.
• Assist with network expansion projects and service improvements.

Documentation & Reporting

• Maintain accurate records of technical support activities and configurations.
• Create and update network diagrams, maintenance logs, and operational reports.
• Manage configuration backups and system documentation.
• Ensure documentation remains audit-ready and up to date.

Team Collaboration

• Work closely with Helpdesk, Field Technicians, Network Engineers, and Customer Support teams.
• Provide technical guidance and mentorship to junior support staff.
• Participate in technical projects and continuous improvement initiatives.

Professional Development

• Stay current with emerging technologies and industry best practices.
• Participate in ongoing training and certification programs.
• Identify opportunities to improve systems, processes, and customer experience.

Minimum Requirements

• Minimum 3–5 years' experience in an ISP, telecommunications, or networking environment.
• Strong understanding of wireless networking technologies and broadband infrastructure.
• Experience with MikroTik and Ubiquiti networking equipment.
• Solid knowledge of TCP/IP, DHCP, DNS, VLANs, Routing, VPNs, and RADIUS.
• Experience configuring and supporting routers, switches, firewalls, and wireless networks.
• Ability to conduct wireless site surveys and network performance analysis.
• Strong troubleshooting and problem-solving skills.
• Valid driver's license and own reliable transport.