2nd Line Customer Support Engineer - Go Internet
Job Posted: 20 October 2025
- Contract Term: Permanent
- Location: Ryde, Isle of Wight
- Contract Type: Full or part time
- Salary: Competitive
- Industries: Customer Service IT Telecoms
Job Start Date: TBC
Start Date: ASAP
Job Type: Full Time, Permanent (Part-Time / Flexible considered for the right candidate)
Location: Ryde, Isle of Wight. This is not a remote role
Salary: Competitive
About the Company
Founded in 2010, Go Internet is a fast-growing Internet Service Provider based on the Isle of Wight. From our Ryde office, we deliver broadband and telephone services to homes and businesses both locally and across the UK.
Our mission is simple — to cut the jargon, deliver excellent connectivity, and provide a truly exceptional customer experience. We’re passionate about exceeding expectations by delivering Beyond Super service, and we’re now looking for a proactive, technically minded individual with outstanding troubleshooting skills to join our team.
About the Role
Based in our Ryde office, you’ll be the go-to person for our 1st Line Customer Service Team — taking over technical cases, diagnosing issues, and driving them through to resolution. You’ll work hands-on with our customers’ equipment and our network infrastructure to identify, troubleshoot, and resolve complex technical problems.
While much of the work can be carried out remotely, there may be occasions where on-site visits are required.
This is a technically challenging and rewarding role where your analytical skills and ability to think on your feet will make a real difference to our customers.
Key Responsibilities
- Investigate and diagnose connectivity and VoIP issues using our diagnostic and monitoring tools
- Determine whether faults lie within the customer’s network or the internet connection itself
- Log and maintain detailed records of your work within our helpdesk system
- Ensure all tickets are resolved within KPIs, keeping customers updated at every stage
- Escalate issues to our engineering team or third-party network operators as required
- Assist in onboarding new customers and supporting new service rollouts
- Maintain excellent communication with customers and colleagues alike
You Must Have:
- 1–2 years’ experience in a technical support or customer service role
- Strong IP networking knowledge (IPv4 / IPv6, routing, NAT, VLANs, DNS, etc.)
- Excellent troubleshooting and diagnostic skills
- Great communication skills, both written and verbal
- A friendly, professional, and positive attitude
- High attention to detail and ability to work under pressure
- A genuine interest in IT and networking technologies
- A full, clean UK driving licence
Desirable Experience:
- Experience with MikroTik RouterOS, Cisco, and/or Yealink devices
- Familiarity with VoIP and IP phone systems
- Exposure to ISP or telecoms environments
- IT-based HND/HNC or equivalent qualification
Company Benefits
- Competitive salary
- Company Pension Scheme (Auto Enrolment)
- Free Home Broadband
- 20 Days Annual Leave + Bank Holidays
To Apply:
Please do not contact our business directly. Applications must be made through the IOW Jobs platform with a cover letter and CV.
Go Internet
Founded in 2010 Go Internet is an independent Internet Service Provider delivering services to a mixture of home and business customers across the UK. Our products range from Fixed Wireless Access, 4G and FTTC to dedicated leased lines and over the top services like Hosted VoIP. We are passionate about exceeding our customers’ expectations by delivering ‘Beyond Super’ service and we are looking for a pro-active individual with a high level of attention to detail to join the team.
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