Talk Together Wales
Technical Operations & Support Engineer (ISP / MSP)
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Technical Operations & Support Engineer (ISP / MSP)
Job Description: Technical Operations & Support Engineer (ISP / MSP)
Location: Pencoed (Hybrid)
Job Type: Full-time Technical
Role Overview
We are a growing, independent Internet Service Provider (ISP) looking for a versatile Technical Operations & Support Engineer to join our experienced team. While our core business is rooted in high-quality connectivity and telecoms, we have an exciting ambition to expand our portfolio into fully managed IT services (MSP).
Because connectivity and IT are the lifeblood of modern commerce, faults can cause major disruptions to our clients. We pride ourselves on responding professionally, empathetically, and quickly to resolve issues before they impact a client’s bottom line.
We have built an excellent base of loyal business customers who are genuinely a pleasure to deal with.
Key Responsibilities
1. Rapid Fault Troubleshooting & Support
- Diagnose and resolve technical faults across our entire product suite (Broadband, Leased Lines, Hosted VoIP, and Network Infrastructure) with speed and precision.
- Take ownership of support and provisioning tasks from initial contact to resolution, ensuring clients are kept informed with professional, clear updates throughout.
- Act as the technical bridge between our clients and wholesale infrastructure partners to drive fast resolution times on external faults.
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2. Network & Telecoms Provisioning
- Coordinate the delivery of Leased Lines and FTTP services utilising the Openreach infrastructure, managing orders from survey to go-live.
- Pre-configure and stage network hardware prior to deployment, specifically DrayTek, Ubiquiti, and Zyxel routers, firewalls, switches, and access points.
- Build, configure, and deploy our cloud-based Hosted Telephone Systems (a platform equivalent to BT Cloud Voice).
- Handle incidental provisioning and support for client mobile fleets and basic MDM as required.
3. Expansion & Cloud Services (Growth Area)
- Assist the business in onboarding customers onto new services, including core business Microsoft licences/services.
- Act as a key technical resource as we roll out new MSP products and services to our existing client base.
4. Hybrid & On-Site Flexibility
- Balance hybrid remote working with the agility to head on-site to client premises when hardware deployments, Wi-Fi surveys, or hands-on troubleshooting require it.
Preferred Skills & Experience Required
- MSP Experience: Proven experience working within a Managed Service Provider or tech-focused ISP environment, supporting desktop users and cloud services.
- The Networking Stack: Hands-on experience configuring, troubleshooting, and diagnosing faults on routers and network infrastructure hardware.
- Infrastructure & Voice: Familiarity with the Openreach ecosystem (fault reporting and ordering) and hosted SIP/VoIP platforms.
- Microsoft 365 Knowledge: Experience administering M365 environments, managing users, and understanding modern cloud licensing.
- Driver’s License: A full UK driving license due to the on-site requirement.
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Personality Fit:
- Professional & Empathetic: You understand that a network outage is stressful for a business, and you communicate with a calm, reassuring, and professional manner.
- The "Growth" Mindset: Excited by the prospect of helping a small company expand.
- Resourceful & Autonomous: Comfortable managing your own ticket queue from home, but a collaborative team player when on-site.
What We Offer
- Hybrid Working: A flexible arrangement built around you, balanced with on-site client needs.
- Salary: Negotiable
- Company laptop and phone.
- A Fantastic Work Culture: No corporate politics, a tight-knit 5-person team, and a brilliant client base that respects and values your help.
- Career Growth: The opportunity to help shape our offering, progress your career as a key senior team member.
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