Network Support Technician

Equality of opportunity and inclusivity is fundamental to the vision and values of Wildanet. The principles of equality and diversity are at the heart of Wildanet's work and are supported by appropriate employment policies, procedures and good practice.

Wildanet is a thriving and growing internet provider bringing superfast and super-reliable service to homes and businesses throughout the region. Our aim is to attract, develop and retain colleagues with a unique combination of local knowledge and technical expertise who put the customer at the heart of the business.

Wildanet, building careers from the Southwest to anywhere.

Job Title:

Network Support Technician

Salary: £26,227 - £28,500 DOE per annum

Additional Benefits:
Company Pension/ Employee Assistance Programme for you and your family/ Eyecare Vouchers/ Bespoke Training & Development Plan/ Spontaneous Awards/ Enhanced Sick, Family Leave and Statutory Leave/ Flu Jabs/ Death in Service Benefit/ Paid leave for charity support/ Attractive holiday package/ Access to Wildanet's reward & recognition platform / Free Broadband (after probation has been passed)/ Complimentary tea and coffee in the office.

Location:

Liskeard Head Office.

Role

Purpose:

The Network Support Technician supports Wildanet’s Network Operations Centre by providing remote second line technical support through effective support ticket triaging and monitoring Wildanets Access Network across all Wildanet sold services.

• Triage cases and support tickets accordingly in line with company process, and where relevant distributing to other departments for resolution.
• Providing remote second line technical support to all Wildanet product lines, where first line technical support intervention has not resolved the issue.
• Daily monitoring of Wildanet’s network using dedicated monitoring platforms, ensuring availability and network uptime.
• Liaising with internal teams within Wildanet to resolve customer and network faults.
• Act as a key escalation point for technical queries into the Access Network team.

Key Activities:

While duties and responsibilities will vary, they typically include:

• Acting as the first point of contact for second line technical support within the Network team, where first line resolution has not resolved the issue.
• Triaging cases and tickets accordingly in line with company process, including escalations to the Access Network Team.
• Provisioning of Wildanet FTTP / FWA services and fault diagnosis of all Wildanet sold services.
• Support root‑cause analysis for recurring technical issues, feeding insights into Access Network team and other department to understand trends and capture fault data.
• Maintain accurate records and data across Wildanet’s systems.
• Proactively identify improvements to the customer’s specific issue as well as to the overall customer experience.
• Undertake tasks effectively and efficiently, meeting Wildanet’s targets for productivity, service levels and the ‘cost to serve’ each customer.
• Regular communication with the Networks team, Networks Manager and other departments within Wildanet on NOC status updates.
• Develop a good understanding of all Wildanet products & services.

Knowledge:

• Device cloud management platforms (e.g. Ubiquiti / Unifi / TP Link Omada)
• Basic understanding of WiFi principles 2.4 / 5ghz.
• Fault diagnostic tools including remote management software, VoIP diagnostics, ping, trace route, and speed tests to assist in issue triage.
• Customer services systems and fault reporting procedures.
• CRM and ticketing platforms (such as MS Dynamics) to manage customer interactions and escalations
• Foundational understanding of networking principles e.g., IP addressing, DNS, routing basic (desirable)
• Awareness of security protocols, data encryption, and common vulnerabilities (desirable)

Skills/Attributes:

• Basic technical troubleshooting skills and familiarity with networking concepts and tools.
• Passion for delivering customer service, ensuring a positive customer journey.
• Strong written, verbal and interpersonal communication skills.
• Excellent attention to detail with the ability to multi‑task and prioritise support requests
• Ability to…