Support Analyst jobs in North Shore, Auckland

JOB TITLE: Technical Support Specialist

JOB SUMMARY

Technical Support Specialists provide technical support to residential customers using broadband, fibre, wireless and voice internet services, including Static IP services. The role is responsible for diagnosing and resolving connectivity issues, supporting ISP network configurations, assisting with service activation, and ensuring reliable internet service delivery for home users.

KEY RESPONSIBILITIES

Technical Support

• Provide first-level and second-level technical support to residential ISP customers via phone, email, and chat.
• Troubleshoot broadband, fibre, wireless, and internet connectivity issues for residential customers.
• Assist customers experiencing no internet service, slow speeds, intermittent connections, and Wi-Fi coverage problems.
• Support the setup, installation, and configuration of home routers, modems, ONT devices, and Wi-Fi mesh systems.
• Guide customers through troubleshooting procedures including Wi-Fi setup, device reboots, cable checks, and device configuration.

Broadband & Network Troubleshooting

• Diagnose and resolve residential internet connectivity issues including:

PPPoE authentication failures

DHCP (Automatic IP / Dynamic IP / IP over Ethernet) issues

DNS resolution problems

IP addressing and subnet mask configuration issues

Routing and gateway configuration errors

• Troubleshoot home LAN and Wi-Fi performance issues.
• Identify and resolve issues relating to latency, packet loss, congestion, and unstable connections.
• Analyse network performance and recommend corrective actions to restore service quality.

ISP Network Configuration Support

• Configure and support residential WAN settings including:

PPPoE username and password authentication

IPv4 and IPv6 connectivity

Subnet mask configuration

Default gateway setup

DNS configuration

• Configure and verify ISP network parameters including:

802.1Q VLAN tagging

VLAN ID 10 (or service-specific VLANs)

802.1P priority settings

MTU configuration (1492 or 1500 depending on service type)

NAT (Network Address Translation) configuration and functionality

• Support configuration and troubleshooting of static IP services for residential customers.

Bitstream Service Support

• Troubleshoot and support Bitstream broadband services delivered over fibre access networks.
• Diagnose and resolve Bitstream service faults including authentication failures, provisioning issues, service outages, and performance degradation.
• Verify Bitstream service configurations and ensure alignment with wholesale provider specifications and network requirements.
• Liaisei with Local Fibre Companies (LFCs) and wholesale network providers regarding Bitstream service provisioning, fault investigation, and service restoration.
• Monitor and validate Bitstream service activations, migrations, modifications, and disconnections.
• Interpret and analyse network test results, fault diagnostics, and service performance data relating to Bitstream connections.
• Assist in identifying and resolving issues impacting service quality, including latency, packet loss, throughput limitations, and connectivity interruptions on Bitstream services.

Service Provisioning & Activation

• Support residential broadband service activations, migrations, upgrades, downgrades, and disconnections.
• Verify customer profiles, PPPoE credentials, and service configurations within ISP provisioning systems.
• Assist customers during onboarding and service activation processes.
• Validate service performance following installation or configuration changes.

Fault Management & Escalation

• Log, track, and manage customer issues within CRM through email support ,chat or via phone .
• Escalate complex technical issues to Network Engineers, Field Technicians, Local Fibre Companies (LFCs), wholesale providers, and upstream carriers when required.
• Coordinate with internal and external stakeholders to resolve service faults efficiently.
• Monitor escalated incidents through to resolution and ensure customer communication is maintained.

Customer Communication & Support

• Provide clear and professional explanations of technical issues to customers.
• Educate customers on Wi-Fi optimisation, router usage, internet performance, and basic troubleshooting techniques.
• Communicate service outages, maintenance notifications, and fault updates in a timely manner.
• Deliver a high standard of customer service while maintaining technical accuracy.

Documentation & Reporting

• Maintain accurate records of customer interactions, troubleshooting activities, and resolutions.
• Document recurring issues and contribute to internal knowledge base resources.
• Ensure all support activities are recorded and maintained within CRM and support systems.
• Prepare technical reports and service notes as required.

SKILLS, EXPERIENCE AND QUALIFICATIONS

Qualifications

• Diploma, Degree, or equivalent qualification in Information Technology, Computer Networks, Computer Science, Telecommunications, Information Systems, Business, Management, or a related field; or

Experience Required

• Minimum of 3 years' experience in ICT support, helpdesk, telecommunications, ISP technical support, broadband support, or related technical support

Personal Attributes

• Strong attention to detail.
• Logical and structured troubleshooting ability.
• Customer-focused mindset.
• Ability to work independently and collaboratively within a team.
• Ability to remain calm and effective under pressure.
• Strong organisational and time-management skills.
• Excellent verbal and written communication skills.
• Commitment to delivering high-quality customer service and technical support

Pay: $27.00 – $30.00 per hour

Expected hours: 32.0 per week

Work Location: In person