IP Field Support Engineer at Reputable Company

Department: Technical Operations
Reports To: Head of Technical

Job Purpose

• The IP Field Support Technician is responsible for providing on-site technical support, installation, configuration, maintenance, and troubleshooting of IP-based network and broadband services for the ISP's customers and network infrastructure.
• The role will support the ISP's growing FTTH/FTTx, wireless, and IP network operations by ensuring that customer connections are installed correctly, network faults are resolved quickly, and all field activities meet the company's technical and customer-service standards.
• The successful candidate should be hands-on, technically curious, comfortable working in the field, and capable of diagnosing problems across the customer premises, access network, CPE, LAN, Wi-Fi, and IP layers.

Key Responsibilities

Customer Installation & Activation

• Install and activate new broadband/IP services at customer premises.
• Configure customer routers, ONTs/ONUs, access points, switches, and other CPE.
• Perform basic fiber, Ethernet, and wireless installations where required.
• Configure customer LAN and Wi-Fi connectivity.
• Verify internet connectivity, IP addressing, DNS, gateway, and speed performance.
• Conduct service activation and acceptance tests before handing over the connection.
• Educate customers on basic equipment operation and Wi-Fi best practices.

IP & Network Troubleshooting

• Diagnose and resolve customer connectivity problems.

Troubleshoot:

• IP addressing and subnetting issues
• DHCP and DHCP relay problems
• DNS connectivity and resolution
• Default gateway and routing issues
• VLAN-related problems
• NAT and basic firewall issues
• Wi-Fi connectivity and performance
• Ethernet and physical-layer faults
• CPE configuration issues
• Use tools such as ping, traceroute/tracert, nslookup/dig, ipconfig/ifconfig, speed tests and network monitoring systems to identify faults.
• Escalate complex routing, core-network, BGP, OSPF, or infrastructure issues to the Network Operations team.

Network & Infrastructure Support

• Support installation and maintenance of network equipment at field locations.
• Assist with deployment and maintenance of switches, routers, wireless equipment, OLT-related equipment and other access-network devices.
• Perform basic configuration and replacement of faulty equipment.
• Check network links, power supplies, patching, Ethernet connections and optical connectivity.
• Conduct preventive maintenance and site inspections.
• Support network expansion and new-site deployments.

Fault Management

• Respond to assigned technical trouble tickets within agreed SLA timelines.
• Attend customer and network outages promptly.
• Perform structured fault diagnosis before replacing equipment.
• Restore services as quickly as practically possible.
• Document the root cause, actions taken and resolution for every assigned fault.
• Escalate unresolved issues with sufficient technical information for higher-level support.

Network Testing & Commissioning

• Perform connectivity and service-quality tests after installation or repair.
• Test bandwidth, latency, packet loss and connectivity.
• Verify optical/Ethernet link status where applicable.
• Carry out basic Wi-Fi coverage and performance assessments.
• Assist engineers during commissioning of new network sites and infrastructure.

Field Operations

• Conduct customer visits and network maintenance activities across assigned areas.
• Safely handle and transport technical tools and equipment.
• Maintain company-issued tools, test equipment and spare parts.
• Maintain accurate records of equipment issued, installed, replaced or recovered.
• Follow all company health, safety and field-work procedures.
• Maintain professional appearance and conduct when dealing with customers.

Documentation & Reporting

• Update work orders and technical tickets after every field activity.
• Record customer equipment details, serial numbers, MAC addresses and configuration information where required.
• Maintain accurate installation and fault-resolution records.
• Provide daily/weekly field activity reports.
• Update network documentation where changes have been made.
• Report recurring faults and network issues to the Technical Operations team.

Required Technical Skills

The candidate should have practical knowledge of:

• TCP/IP networking
• IPv4 addressing and subnetting
• DHCP
• DNS
• NAT
• VLANs
• Ethernet networking
• Basic routing concepts
• LAN/WAN technologies
• Wi-Fi technologies
• Fiber/FTTx fundamentals
• ONT/ONU and router configuration
• Network troubleshooting
• Basic network security
• Network monitoring and ticketing systems
• Basic Linux/Windows networking commands

Desirable:

• MikroTik
• Cisco
• Ubiquiti
• Huawei
• TP-Link/consumer CPE
• GPON/EPON
• FTTH/FTTx networks
• Wireless point-to-point/point-to-multipoint networks
• Basic IPv6 knowledge

Tools & Equipment

The technician should be comfortable using:

• Laptop/PC
• Network cable tester
• Fiber optic power meter
• Visual fault locator
• OTDR — desirable
• Optical cleaning and inspection tools
• Crimping tools
• Multimeter
• Wi-Fi analyzer
• Ethernet patch cables and connectors
• Mobile communication applications
• Network monitoring and ticketing platforms

Qualifications

Minimum:

• Degree/Diploma in Information Technology, Computer Networks, Telecommunications, Networking, Electrical/Electronics Engineering or a related field.

Professional certifications are an advantage, including:

• CCNA/P or JNCIA/S
• MikroTik MTCNA
• CompTIA Network+
• Fiber/FTTx certifications

Experience

• At least 3 years' experience in ISP, telecommunications, networking, IT support or field technical support.
• Experience in an ISP/FTTH/FTTx environment is highly desirable.

Personal Attributes

The ideal candidate should be:

• Strong in problem-solving and troubleshooting.
• Customer-focused and professional.
• Comfortable working independently in the field.
• Willing to work outside normal office hours when required.
• Reliable and punctual.
• Good at documenting technical work.
• A good communicator.
• Physically capable of performing field installations and maintenance.
• Willing to learn new technologies.
• Able to work effectively in a fast-growing startup environment.

Working Conditions

This is primarily a field-based position. The technician will regularly travel to customer premises, network sites, towers, POPs, cabinets and other infrastructure locations.

The position may occasionally require:

• Weekend or after-hours work.
• Emergency fault response.
• Working outdoors and in varying weather conditions.
• Working at elevated locations where appropriately trained and equipped.
• Participation in network rollout and maintenance projects.

Career Progression

Depending on performance and technical development, the IP Field Support Technician may progress into roles such as:

IP Field Support Technician → Senior Field Technician → Network Support Engineer → Network Engineer → Senior Network Engineer / Network Operations Lead