Technical Support Engineer (L1)

Teledata ICT is a Ghanaian internet service provider based in Accra, serving homes and businesses over fixed wireless and fibre. We are adding two engineers to our technical support desk.

The job

You will resolve broadband faults for our customers, mostly without leaving your desk. A typical ticket starts with a customer saying "no internet", "slow since yesterday" or "keeps dropping". Before you call them, you check the link from our tools: is the radio or fibre unit reachable, what is the signal reading, is traffic passing, is there packet loss. Then you call, confirm what they are seeing, and walk them through the checks on their side: router lights, a power cycle, a speed test on a cable rather than Wi-Fi. Most faults you fix from the desk by moving a subscriber to a better access point, reconfiguring the customer's MikroTik or TP-Link router, sorting out their Wi-Fi and extenders, or explaining the difference between Wi-Fi speed and plan speed. When a fault needs hands on site, you raise the job for a technician with a clear finding, track it, and confirm with the customer that it is fixed. When the fault is on our network, you hand it to the network team with the evidence.

Every step is logged in short, precise notes a colleague can act on. Every customer gets a written reply that says what was found and what was done, in plain English.

About seven in ten tickets are "no service", "unstable" or "slow". Around one in ten is a site-wide incident you will link together and handle as one. Occasionally you will visit a customer site in Accra with a technician, usually for a business customer or a fault that will not resolve remotely.

You start on our residential and small-business customers. Within six months, if your work holds up, you take on our business and priority accounts alongside our senior support engineer.

Hours

Monday to Friday, on site in Accra, plus a Saturday morning rota (09:00–13:00, roughly one Saturday in three). No night shifts.

This role is probably not for you if

• You want a network engineering role working on routing, peering or core infrastructure. Our support desk hands those problems to the network team; it does not solve them.
• You prefer monitoring dashboards to talking to customers. Reaching and reassuring the customer is as much of this job as the diagnosis.
• You need remote or hybrid work. This desk is on site.

How to apply

Apply through the form on this page. It asks for your CV, availability, and a short written reply to a realistic customer scenario; that reply is read carefully. We review every application personally. If you are shortlisted, we will call you first, then email you within seven working days. If you do not hear from us within 14 days, please assume the application was unsuccessful on this occasion.

You should have

• Entry-level network engineering experience and a qualification to match: at least a year of hands-on work, and MTCNA, CCNA, CompTIA Network+ or an HND or degree in networking, telecoms or computer engineering.
• Hands-on MikroTik RouterOS at the customer-premises level: setting up a hAP in Winbox, bridge versus router mode, DHCP, NAT, Wi-Fi settings. TP-Link and similar consumer routers too.
• Wi-Fi troubleshooting in homes and small offices: bands and channels, access points, extenders and mesh, and telling a Wi-Fi problem from a line problem.
• Experience handling live customer faults at an ISP, telecom, or technical helpdesk, by phone and by ticket.
• The ability to read a wireless or fibre link from a management tool (RSSI, SNR, jitter, latency, packet loss) and say whether the problem is the customer's equipment, our last mile, or further upstream.
• Clear spoken English on the phone with people who are not technical, and clear written English for short customer replies.
• The habit of writing down what you checked and what it read.

Useful but not required

• RF fundamentals for fixed wireless: what RSSI, SNR, noise floor, jitter and packet loss tell you about a link; line of sight and Fresnel clearance; interference and alignment. Most of our customers are on fixed wireless, so this is the plus that counts most.
• Cambium or Ubiquiti fixed wireless (subscriber modules and access points), and Ubiquiti UFiber or Sopto GPON (OLT and ONU troubleshooting). These are the brands on our network, so exposure to them is a real plus.
• MTCRE, CAPsMAN or MikroTik wireless beyond the basics.
• Splynx, UISP, cnMaestro or a similar ISP toolset.
• Basic familiarity with VoIP or 3CX.