NOC Technician-Tier 2

TooMuchWifi is a leading provider of fast, reliable, and affordable internet connectivity to aspirational communities in South Africa.  We are a fast-growing company with a great culture that encapsulates our values: Accountability, Kindness, Integrity, Teamwork, and Hard Work.  

We care deeply about our dedicated and hardworking team, as well as the communities we serve.  

Our purpose, mission, and social impact drive and inspire us every day. 

Our working environment is colourful, fun, collaborative, and kind.  We have come a long way and have amazing stories to tell!  

What we offer:

• Health Insurance and Medical Aid benefits
• Comprehensive Life Cover 
• Free 24/7 Employee Assistance Program (EAP) for all our staff and their family
• Annual performance bonuses and salary increases
• Generous time off (annual leave)
• Birthday leave
• Discounted TooMuchWifi internet packages
• Casual Fridays
• Fun company events
• Staff loans (interest-free)
• Successful candidate placement referral cash bonus for staff

At TooMuchWifi, we're looking for passionate and driven professionals who thrive in a fast-paced ISP environment and are committed to delivering exceptional network performance and customer service.

The ideal candidate will demonstrate:

Strong Technical Expertise: Solid understanding of networking technologies, routing, switching, wireless networking, TCP/IP, and network troubleshooting.

Analytical & Problem-Solving Skills: Ability to diagnose complex technical issues, identify root causes, and implement effective solutions under pressure.

Excellent Communication: Strong verbal and written communication skills, with the ability to clearly engage with customers, colleagues, and external partners.

Collaboration & Leadership: A team-oriented mindset with the ability to mentor junior technicians and work effectively across Engineering teams, Infrastructure teams, and Customer Support teams.

Adaptability: Comfortable working in a dynamic, 24/7 operational environment while managing changing priorities and technologies.

Attention to Detail: Committed to maintaining accurate documentation, following operational procedures, and adhering to change management practices.

Customer Focus: Dedicated to delivering a reliable, high-quality customer experience through timely incident resolution and proactive service improvement.

Continuous Learning: Passionate about developing technical skills and staying current with emerging networking technologies and industry best practices.

Operational Flexibility: Willing to participate in shift work, after-hours support, and on-call rotations as required.

As a Network Technician Tier 2, you will play a critical role in delivering exceptional technical support and maintaining the quality of TooMuchWifi's customer experience. Acting as the first point of technical escalation, you will be responsible for diagnosing and resolving customer connectivity issues, monitoring network performance, and ensuring incidents are accurately identified, documented, and resolved within agreed service level agreements (SLAs).

Working closely with the Customer Centre, Field Technicians, Network Engineering and Software teams, you will perform in-depth troubleshooting of wireless and fibre services, proactively identify service-impacting issues, and escalate complex faults when necessary. Your ability to balance technical expertise with excellent customer service will directly contribute to improving network reliability, customer satisfaction, and operational efficiency.

This role provides an excellent opportunity to expand your networking knowledge, develop advanced troubleshooting skills, and gain hands-on experience with enterprise monitoring systems, wireless technologies, and ISP operations while building a strong foundation for progression into senior technical and network engineering roles.

• Provide first-line technical support to customers via phone, email, and ticketing systems, ensuring a professional and customer-focused experience.
• Diagnose and troubleshoot customer connectivity issues, including wireless connectivity, Wi-Fi performance, CPE-related faults, and basic router configuration.
• Monitor the network using approved monitoring platforms and proactively identify service interruptions or network degradation that may impact customers.
• Perform initial fault isolation to determine whether issues are customer-related, CPE-related, highsite-related before escalating where necessary.
• Escalate complex or unresolved technical issues to Senior Technical staff, Network Engineering team or Software team with clear documentation and relevant troubleshooting results.
• Create, update, and maintain accurate support tickets, ensuring all customer interactions, troubleshooting steps, and resolutions are thoroughly documented.
• Guide customers through basic troubleshooting procedures, including power cycling equipment, verifying cabling, checking signal levels, and reconnecting devices to Wi-Fi.
• Coordinate with Field Technicians for customer premises visits, installations, maintenance, and fault resolution when remote troubleshooting is unsuccessful.
• Verify service restoration with customers following incident resolution and ensure customer satisfaction before closing support tickets.
• Adhere to company Standard Operating Procedures (SOPs), security policies, escalation processes, and customer service standards.
• Maintain a strong understanding of the company's products, wireless technologies, service offerings, and support tools to provide effective assistance.
• Work closely with the Network Engineering team, Customer Centre, and Field installation teams to ensure seamless service delivery and an excellent customer experience.
• Participate in shift work, standby, weekend, and public holiday support as required to ensure continuous customer support and service availability.
• Contribute to achieving departmental KPIs, including First Contact Resolution (FCR), SLA compliance, ticket quality, customer satisfaction (CSAT), and response times.

• Minimum 2 years of experience in Technical support role
• Advantage to have mikrotik  certification: MTCNA/N+/A+
• Good understanding of TCP/IP
• Good understanding of the ticket systems and escalation process
• Good understanding of Ubiquiti products commonly used in a WISP environment
• Able to work under pressure
• Able to work any of 24/7 shifts
• Able to clearly translate technical terms into plain english to a non technical customer or staff