ISP Network Support Specialist – Routing & Outages
Metacom
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Job summary
Metacom is seeking a Support Service Centre Agent to deliver high-quality technical and customer support to clients and internal teams. The role focuses on investigating offline routers, WAN outages, and last-mile connectivity failures (Fibre, LTE, Wireless).
You will be the first point of contact for clients, delivering prompt resolutions aligned with SLAs. Requirements include a minimum of 1 year ISP experience, proven router/WAN troubleshooting, TCP/IP basics, VPN connectivity, and Fibre/LTE
Qualifications
- Minimum 1 year experience in an ISP environment.
- Proven experience troubleshooting routers and WAN links.
- Solid understanding of TCP/IP, VPN connectivity and basic routing.
Responsibilities
- Investigate and troubleshoot offline routers and connectivity outages.
- Perform first-line VPN and routing checks.
- Liaise with Last Mile Providers (Openserve, Frogfoot, Octotel, MetroFibre).
- Log detailed tickets and maintain accurate documentation.
- Monitor alerts and identify potential service impact.
- Escalate to Level 2/NOC when required.
- Provide professional updates to internal teams and clients.
Skills
Education
Tools
Job description
Metacom is seeking a Support Service Centre Agent to deliver high-quality technical and customer support to clients and internal teams. The role focuses on investigating offline routers, WAN outages, and last-mile connectivity failures (Fibre, LTE, Wireless).
You will be the first point of contact for clients, delivering prompt resolutions aligned with SLAs. Requirements include a minimum of 1 year ISP experience, proven router/WAN troubleshooting, TCP/IP basics, VPN connectivity, and Fibre/LTE
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