Technical Support Engineer
Start Date: ASAP Job Type: Full Time, Permanent 40 hours a week on an early / late rotation.
Location: Ryde, Isle of Wight. This is not a remote role Salary: £28,000 to £32,000
About the Company
Founded in 2010, Go Internet is a fast-growing Internet Service Provider based on the Isle of Wight. From our Ryde office, we deliver broadband and telephone services to homes and businesses both locally and across the rest of the UK.
Our mission is simple — to cut the jargon, deliver excellent broadband, phone and mobile, and provide a truly exceptional customer experience. We're passionate about exceeding expectations by delivering Beyond Super service.
About the Role
This is a technical role first. Around 80% of your time will be spent on support: diagnosing broadband, network and VoIP faults for home and business customers, and fixing them. The other 20% covers sales and billing queries, because in a small team everyone pitches in.
You’ll work from our Ryde office, answering calls and working your ticket queue. Sometimes you will need to head out in a company vehicle to fix things on site: swapping a router, sorting out a VoIP handset, patching and configuring new equipment or diagnosing a fault.
You’ll own your workload. Nobody will stand over you or chase you to update a ticket. We need someone who picks up a problem, works out what's actually wrong, fixes it, tells the customer, and moves on to the next one.
Key Responsibilities
- Handle inbound customer contact enquiries — by phone, email, and live chat. Log and maintain detailed, accurate records within our helpdesk system as you work the customer query to a resolution.
- Diagnose and troubleshoot broadband and VoIP issues, determining whether a fault lies within the customer's home/business network or within our network
- Take ownership of queries through to resolution, keeping customers updated at every stage rather than passing problems on
- Escalate technical issues to our engineering team or third-party network operators when needed
- Handle sales and billing enquiries using our in-house systems.
- Be honest with customers, even when the answer isn’t what they want to hear.
- Support onboarding of new customers and rollout of new services
- Spot when something isn't right — with a customer, a process, or a colleague's workload — and speak up rather than waiting to be asked
You Must Have
- Proven experience in a technical support role.
- A genuine self-starter attitude — someone who digs into a problem rather than waiting for an answer
- Naturally inquisitive, with strong problem-solving and troubleshooting instincts
- Communicate clearly and concisely, in writing and on the phone, and can explain technical problems in plain English
- High attention to detail and the ability to stay calm and professional under pressure
- A track record of following things through to completion, not just passing them on
- A full, clean UK driving licence
Desirable Experience
- Experience within an ISP, telecoms, or broadband/VoIP environment
- Familiarity with IP networking concepts (IPv4/IPv6, routing, NAT, DNS)
- Experience with MikroTik RouterOS, Cisco, Linux, Ubiquiti, Ceragon, Siklu, SIEA, Cambium
- Experience in a small business where you've had to cover multiple functions
Company Benefits
- £28,000 -32,000 per annum
- Workplace pension
- Discounted home broadband and mobile phone
- 28 Days annual leave including bank holidays
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