Technical Support Engineer — Onsite Broadband & VoIP

Go Internet; Ryde; On-site; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Workplace pension

Discounted home broadband and mobile

28 Days annual leave including bankhol

Job summary

Go Internet in Ryde (Isle of Wight) is seeking a Technical Support Engineer for a full-time, permanent role with 40 hours per week in an early/late rotation. The position involves diagnosing broadband, network and VoIP faults for home and business customers, with occasional onsite visits in a company vehicle.

The role requires a self-starter attitude and strong problem-solving skills. You will work in our Ryde office handling calls, tickets, and inquiries, while collaborating with the team to

Qualifications

• Proven experience in a technical support role.
• Self-starter with initiative and problem-solving mindset.
• Strong troubleshooting instincts and analytical approach.
• Clear written and spoken communication in plain English.
• Attention to detail and ability to stay calm under pressure.
• Track record of following issues through to completion.
• Full, clean UK driving licence.

Responsibilities

• Handle inbound customer contact via phone, email, and live chat and log tickets to resolution.
• Diagnose broadband and VoIP issues and determine if faults lie client-side or in the network.
• Take ownership from query to resolution and keep customers updated at every step.
• Escalate technical issues to engineering or third-party operators when needed.
• Handle sales and billing enquiries using in-house systems.
• Be honest with customers even when the answer is not what they want to hear.
• Assist onboarding of new customers and rollout of new services.
• Spot issues in processes or workloads and speak up proactively.

Skills

Technical support

Self-starter

Problem solving

Clear communicator

Tools

MikroTik RouterOS

Cisco

Linux

Ubiquiti

Cambium

Job description

Go Internet in Ryde (Isle of Wight) is seeking a Technical Support Engineer for a full-time, permanent role with 40 hours per week in an early/late rotation. The position involves diagnosing broadband, network and VoIP faults for home and business customers, with occasional onsite visits in a company vehicle.

The role requires a self-starter attitude and strong problem-solving skills. You will work in our Ryde office handling calls, tickets, and inquiries, while collaborating with the team to