Technical Support Specialist

About the role

Broadnet Technologies is seeking a Technical Support Specialist to join its Support Department. The role involves providing technical assistance, monitoring network and messaging services, and resolving both internal and external incidents. The successful candidate will work under pressure, manage multiple requests, and take full ownership of issues until they are resolved.

Key responsibilities

• Handle and resolve internal and external technical support requests and incidents.
• Monitor network, systems, services, and SMS traffic using monitoring tools and internal dashboards.
• Troubleshoot network, connectivity, messaging, and platform‑related issues.
• Analyze logs, traffic, alerts, and system information to identify problems.
• Perform initial investigations and escalate complex issues to appropriate technical teams.
• Follow up on high‑priority incidents until resolution.
• Maintain accurate ticket records, shift reports, and handover documentation.
• Coordinate with Sales/Account Management and other relevant departments.
• Participate in technical training and continuously develop knowledge of company systems and services.

Required profile

• Bachelor's degree in Computer Science, IT, Telecommunications or a related field.
• 3+ years of experience in technical support, NOC, network operations, telecom or a similar role.
• Strong written and spoken English communication skills.
• Ability to work shift‑based schedules, including nights, weekends and holidays.

Required skills

• Understanding of TCP/IP, DNS, DHCP, routing, VPN and firewalls.
• Basic Linux/Unix command‑line troubleshooting.
• SQL and database querying knowledge (advantageous).
• Experience with monitoring and ticketing systems (advantageous).
• Knowledge of SMS, SMPP, SMSC and messaging platforms (highly desirable).