Key Responsibilities:
Handle inbound support tickets/calls/chats from customers reporting no internet, intermittent connectivity, slow speeds, authentication failures, or service activation issues
Verify customer account status, subscription package, billing compliance, service location, and provisioning in the ISP backend systems (e.g., RADIUS, PPPoE, CRM/billing platforms)
Perform remote diagnostics on network connectivity
Check line status / signal levels (for DSL/cable/fiber) via management tools
Analyze authentication logs (PPPoE, MAC binding, VLAN issues)
Run ping, traceroute, bandwidth tests from ISP side or guide customer through basic tests
Identify whether the issue is on the customer side (wiring, CPE misconfig), last-mile, or core network
Guide customers through basic troubleshooting steps: modem/router power cycle, factory reset, checking indicator lights, verifying cables/connections, Wi-Fi channel interference basics
Escalate issues requiring physical intervention (fiber cuts, faulty ONT/ONU/modem, pole/cabinet problems) to field technicians, Core, or escalation teams with detailed notes and logs
Process service activations, suspensions, speed upgrades/downgrades, plan changes, and MAC/IP bindings in real-time
Monitor and report recurring issues or widespread outages to network operations for faster resolution
Document all interactions, resolutions, and workarounds in the ticketing system and contribute to the internal knowledge base (e.g., common error codes, troubleshooting flows)
Achieve team KPIs: first-contact resolution rate, average handle time, ticket backlog management
Participate in shift rotations (including evenings/weekends) and occasional on-call for critical network incidents
Requirements
Diploma or Bachelor's degree in Information Technology, Telecommunications, Computer Networks, or related field (or equivalent experience)
2+ years of experience in ISP technical support, call center network support, helpdesk for broadband/fiber services, or similar telecom role
Strong understanding of internet connectivity technologies:
Fiber (GPON, EPON, FTTH/FTTB), cable, WiFi basics
PPPoE, DHCP, IP addressing, VLAN tagging
Basic routing & switching concepts (NAT, port forwarding, DMZ)
Hands-on experience with ISP backend tools: CRM/billing systems, RADIUS servers, provisioning platforms, network monitoring (e.g., Cacti, Smart OLT e.t.c)
Proficiency in using diagnostic commands: ping, traceroute, ipconfig/ifconfig, nslookup
Excellent communication skills — ability to explain network concepts simply to non-technical customers (many will be frustrated or angry)
High level of patience, empathy, and stress management in high-call-volume environments
Fluency in English (and Swahili highly preferred in Kenyan context)
Certifications in Linux, CCNA/CCNP/JNCIA, basic scripting/automation exposure (e.g., understanding logs or simple batch commands) will be an added advantage