Kgetho Monama
ISP Network Support Technician
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About
Provide Tier 1 technical support for residential and business customers within a wireless ISP environment. Independently diagnose and resolve complex network, connectivity, and Wi-Fi performance issues across customer premises equipment (CPE) and ISP infrastructure, supported by strong hands-on field experience.
Experience
ISP Network Support Technician - DK Wireless - Vredenburg
(2024-08)
Provide Tier 1 technical support for residential and business customers within a wireless ISP environment. Independently diagnose and resolve complex network, connectivity, and Wi-Fi performance issues across customer premises equipment (CPE) and ISP infrastructure, supported by strong hands-on field experience.
- Troubleshoot advanced connectivity issues including intermittent disconnections, high latency, packet loss, and degraded throughput
- Analyze router, extender, and network logs to identify DHCP failures, abnormal traffic patterns, and signal degradation
- Configure, support, and optimize customer premises equipment including routers, wireless extenders, and third-party devices
- Evaluate Wi-Fi performance using RSSI, interference, and client roaming behaviour to resolve coverage and stability issues
- Recommend hardware replacement, repositioning, or network changes to improve reliability and user experience
- Assist customers with CGNAT, IP addressing, NAT behaviour, and SIP ALG-related connectivity problems
- Act as an escalation point for complex faults not resolved by first-line support
- Decide when faults require on-site technician dispatch versus remote resolution
- Maintain clear, accurate technical documentation and ticket updates for internal teams and field technicians
- Communicate technical solutions clearly to non-technical customers
Field Technician - DK Wireless - Vredenburg
(2024-08 - 2025-09)
- Performed on-site installations for WTTH / WTTB services, including CPE mounting, alignment, and commissioning
- Conducted highsite repair and maintenance work to restore and improve network stability
- Responded to fault call-outs, performing end-to-end diagnostics from customer premises to wireless backhaul
- Installed, configured, and troubleshot MikroTik and Ubiquiti (UBNT) routing and wireless systems
- Worked directly with customers on-site, ensuring installations met performance and quality standards
Education
High school diploma - New Home School (2018-01 - 2022-11)
