Technical Support Specialist Broadband Expert
3 days ago
About Rebel Internet:
We are a fast-growing internet provider revolutionizing home internet in the UK with advanced hardware and software.
Our mission is to provide reliable, high-speed Wi-Fi that actually works for residential households.
We offer residential Wi-Fi, broadband, and home phone services, focusing on customer satisfaction and support.
This role will play a key part in ensuring our customers have a seamless experience with our Customer Premise Equipment (CPE).
As a member of our technical support team, you will be responsible for troubleshooting issues related to CPE, network level, and access network or core/authentication levels.
You will work closely with partners to diagnose and solve technical problems, ensuring timely resolution for our customers.
Key Responsibilities:
- Provide level 2 support answering questions related to Wi-Fi or networking
- Work with partners to diagnose & solve technical problems resulting from the CPE Firmware, Openreach's Access Network or Layer 3 Core Network Authentication
- Perform packet loss tests
- Solve customer LAN issues by evaluating CPE logs
- Ownership of new CPE firmware and hardware testing
- Use specialist technical knowledge of the network to monitor, proactively detect and resolve issues, and work with colleagues and external partners to investigate and resolve escalated issues
Requirements:
- At least 3 years of experience in working within Network Engineering skilled in Routers, Wi-Fi, Switches, and Firewalls
- Technical understanding of residential Wi-Fi & Networks, including IPv6, Wi-Fi 5/6/6e/7, Wi-Fi Radios/Channels, and FTTC/FTTP/Coaxial networks
- Experience working with Layer 3 Openreach Wholesale Partners, such as TalkTalk or BT Wholesale
- Experience working with TR-69 & ACS
- Ability to test packet loss on a Broadband circuit
- Ability to read and understand Router logs
- Understanding of PPPoE & DHCP Authentication
What We Offer:
- A competitive salary of £42,000 - £48,000 per annum
- The opportunity to make your mark on a fast-growing, disruptive brand with potential for personal growth
- Flexibility with the ability to work remotely, with a requirement to commute to London up to three days per week
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