About the Role
Cabo AirFiber Broadband Solutions UK Ltd is looking for a technically capable, customer-focused and solutions-oriented Network Support Engineer to support the reliability, performance and day-to-day operation of fibre and wireless broadband services.
The successful candidate will monitor network infrastructure, investigate connectivity problems, troubleshoot routers and wireless equipment, resolve escalated technical incidents and coordinate with field engineers during installations and repairs.
Working closely with network operations, customer support, field services and infrastructure teams, the Network Support Engineer will help ensure that customers receive reliable connectivity and that faults are diagnosed and resolved efficiently.
This position is suitable for a networking professional with practical experience supporting broadband, telecommunications or enterprise network environments who is ready to take greater ownership of technical incidents and network performance.
Key Responsibilities
- Monitor network availability, performance and service health
- Investigate broadband and connectivity incidents
- Diagnose fibre, wireless and IP network faults
- Respond to escalated technical support tickets
- Troubleshoot routers, switches and wireless access equipment
- Analyse packet loss, latency and connectivity issues
- Support fibre broadband and fixed-wireless services
- Identify service interruptions and affected customers
- Perform remote diagnostics on customer connections
- Review network logs, alerts and monitoring information
- Escalate complex infrastructure faults when required
- Coordinate incident resolution with network engineers
- Liaise with field technicians during customer-site visits
- Support new broadband installations and service activations
- Verify connectivity following installations and repairs
- Configure customer-premises networking equipment
- Support router and wireless-access-point configuration
- Assist with VLAN, DHCP, DNS and IP-addressing issues
- Troubleshoot local-area and wide-area network connectivity
- Support VPN and secure remote-access services
- Monitor network bandwidth and utilisation
- Identify recurring congestion or capacity problems
- Support basic network-performance optimisation
- Maintain accurate technical incident records
- Update tickets with troubleshooting actions and outcomes
- Document known issues and recommended solutions
- Maintain technical knowledge-base articles
- Create troubleshooting guides for customer-support teams
- Coordinate planned network-maintenance activities
- Communicate maintenance windows to relevant teams
- Support firmware and network-device updates
- Assist with equipment replacement and upgrade activities
- Monitor services following network changes
- Support fault-management and service-restoration procedures
- Participate in major incident response when required
- Assist with root-cause analysis following significant outages
- Track recurring faults and recommend corrective action
- Maintain records of routers, switches and network equipment
- Support inventory tracking for network hardware
- Liaise with telecommunications and equipment suppliers
- Support third-party connectivity and carrier escalations
- Review supplier fault updates and estimated resolution times
- Prepare network-performance and incident reports
- Track service availability and resolution-time metrics
- Support implementation of network security controls
- Follow access-control and information-security procedures
- Support network documentation and topology updates
- Participate in technical and operational meetings
- Contribute to continuous improvement of support processes
Qualifications and Experience
- Degree, diploma or professional qualification in Networking, Telecommunications, Computer Science, Information Technology or a related subject
- At least two years of experience in network support, telecommunications or broadband technical support
- Practical experience troubleshooting TCP/IP networks
- Good understanding of routing and switching fundamentals
- Knowledge of IPv4 addressing and subnetting
- Experience troubleshooting routers and wireless equipment
- Understanding of DNS, DHCP and VLAN technologies
- Familiarity with fibre or broadband network environments
- Experience using network-monitoring and diagnostic tools
- Ability to interpret logs and technical alerts
- Strong technical troubleshooting and problem-solving skills
- Experience working with incident or ticket-management systems
- Ability to document technical issues clearly
- Strong written and verbal communication skills
- Ability to explain technical problems to non-technical users
- Excellent attention to detail
- Strong organisational and time-management skills
- Ability to manage multiple incidents and priorities
- Ability to work independently and collaboratively
- Willingness to participate in occasional out-of-hours support
- Willingness to visit customer or infrastructure sites when required
- Right to work in the United Kingdom
Preferred Experience
- Cisco CCNA or equivalent networking certification
- Experience supporting internet service provider or telecoms networks
- Familiarity with fibre-to-the-premises technologies
- Knowledge of GPON or similar fibre-access technologies
- Experience with fixed-wireless broadband services
- Familiarity with Ubiquiti, MikroTik, Cisco or similar equipment
- Knowledge of Wi-Fi standards and wireless troubleshooting
- Experience with network-monitoring tools such as PRTG, Zabbix or SolarWinds
- Familiarity with SNMP and network-performance monitoring
- Experience supporting firewalls and VPN services
- Knowledge of BGP or OSPF fundamentals
- Familiarity with Linux networking tools
- Experience working with network operations centres
- Knowledge of ITIL incident-management principles
- Familiarity with cloud-based network services
- Experience supporting VoIP or unified communications
- Understanding of cybersecurity and network-access controls
- Experience coordinating field engineers or telecoms contractors
Pay: £30,000.00-£42,000.00 per year
Work Location: In person
