Technical Customer Experience Specialist (Tier 2 Support Engineer)

Rocketnet; Johannesburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A rapidly growing ISP is looking for a Technical Customer Experience Specialist to deliver expert customer support and solve complex technical issues for business and VIP clients. The role involves troubleshooting connectivity problems, guiding clients through resolutions, and maintaining strong customer relationships.

Qualifications

• Minimum 1-2 years Tier 2 ISP or NOC support experience.
• Basic MikroTik knowledge essential.
• Experience with VOIP services configuration.

Responsibilities

• Provide tier 2 support for FTTH and FTTB services.
• Troubleshoot a wide array of internet service issues.
• Log all customer interactions accurately in CRM.

Skills

MikroTik Knowledge

Networking

Communication

Education

Relevant IT certifications (e.g., CompTIA, CCNA)

Tools

WinMTR

Terminal/Command Prompt

Job description

Technical Customer Experience Specialist (Tier 2 Support Engineer)Technical Customer Experience Specialist (Tier 2 Support Engineer)Job Title : Technical Customer Experience Specialist (Tier 2 Support Engineer)Job Summary : As a Technical Customer Experience Specialist (Support Engineer), you'll be the go-to expert, ensuring our customers – especially business and VIP clients – stay connected and satisfied.

You'll troubleshoot FTTH (Fibre to the Home), FTTB (Fibre to the Business), LTE, VOIP and Wireless Fibre service issues, resolve technical and billing queries, and guide customers through complex resolution processes.

Your goal?

Deliver exceptional service, fast solutions, and a seamless experience with technical precision.Key Responsibilities : Provide frontline and tier 2 support for FTTH and FTTB services, including installation issues, advanced connectivity problems, VOIP configuration, billing inquiries, and general account assistance.Troubleshoot a wide array of internet service issues : service disruptions, ONT / router faults, slow speeds, packet loss, high latency, and hardware irregularities – using tools like WinMTR, terminal, and command prompt.Support customers with wireless solutions including LTE and Wireless Fibre, ensuring accurate fault isolation and resolution.Engage with customers across phone, email, live chat, and WhatsApp in a professional, calm, and friendly manner.Interpret and understand network layouts over the phone, diagnosing issues efficiently while building trust with business and VIP customers.Create strong, long-lasting customer relationships through proactive communication and first-call resolution wherever possible.Configure and troubleshoot MikroTik routers, VOIP solutions, and other CPEs confidently and accurately.Identify and resolve routing, IP conflicts, cross-patching issues, and understand WAN principles, VLANs, and network protocols (IP / DNS / routing).Log all customer interactions and resolutions accurately in our CRM / ticketing system, ensuring timely follow-ups and closure.Collaborate closely with FNOs and escalate infrastructure-level faults with urgency and clarity.Proactively monitor service queues and prioritise cases in line with SLA targets and customer impact.Contribute to the ongoing improvement of support processes and knowledge base documentation.Participate in shift work including weekends and after-hours, as part of a dynamic 24 / 7 operations team.Requirements : Minimum 1-2 years Tier 2 ISP or NOC support experience (FTTH / FTTB / Wireless).Basic MikroTik knowledge is essential – configuration, diagnostics, and CLI navigation.Experience working with VOIP services – configuration, deployment, and fault resolution.Solid grasp of WAN networking, IP protocols, latency, packet loss, traceroutes, and the basics of network routing and switching.Familiarity with terminal / command prompt usage, WinMTR, and other tracing tools.Ability to understand and interpret network diagrams, client setups, and identify faults without physical inspectionfortable with high-pressure environments and time-sensitive troubleshooting.Strong communication and documentation skills – written and verbal.Ability to build and maintain rapport with business and VIP clients.Passionate about delivering exceptional service and going the extra mile.Relevant IT certifications (e.g., CompTIA, MikroTik MTCNA, Cisco CCNA) are advantageous.Why RocketNet?We're more than just an ISP – we're building a community of passionate Rocketeers who put people first.

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Technical Specialist • Johannesburg, Gauteng