Join the iONLINE team

Ready for a career change?
Here are the available roles.

Vacant roles

Support Engineer (L1-L2) (South Africa)

Our team is actively seeking a Support Engineer (L1–L2) to join our Support & Networks team as part of our fully remote, South Africa-based team.

Do you love solving real connectivity issues and keeping customers informed and confident while you work? As a Support Engineer (L1–L2), you’ll take ownership of incidents and service requests across our connectivity and platform services, from APN and mobile connectivity to networking and portals. You will also drive tickets through to resolution while upholding SLAs and security standards aligned to our ISO 27001 program.

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KEY RESPONSIBILITIES:

🔸 Handle inbound tickets, calls, and emails and resolve L1–L2 incidents/requests within SLA

🔸 Own tickets end-to-end, escalate appropriately, and keep customers updated throughout the lifecycle

🔸 Coordinate responses during critical incidents (war rooms, status updates, responder coordination)

🔸 Provision and test APN profiles, static/public IPs, VPN tunnels, and routing changes

🔸 Validate RADIUS attributes and troubleshoot access requests, SIM provisioning, and mobile connectivity

🔸 Investigate LAN/WAN/VLAN, DNS, VPN, firewall rules, routing, and APN service issues

🔸 Administer customer/connectivity portals (roles, authorisation, audits, troubleshooting)

🔸 Monitor platform and network health; correlate vendor maintenance/events; confirm restoration with retests

🔸 Lead technical calls with customers and upstream operators; capture evidence and log vendor tickets

🔸 Document root cause, remediation, and prevention; contribute to runbooks and troubleshooting guides

🔸 Follow ISO 27001-aligned practices for access, logging, evidence handling, and data requests

🔸 Participate in after-hours/weekend standby rotation when scheduled (with clear handovers)

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QUALIFICATIONS, SKILL & EXPERIENCE

🔸 3-year ICT qualification or relevant certifications (CCNA or equivalent strongly preferred)

🔸 3–4+ years’ experience in IT/ISP support with proven L1–L2 ticket ownership and SLA delivery

🔸 Strong networking fundamentals: TCP/IP, VLANs, DNS, DHCP, VPN, routing (BGP/OSPF/VRFs advantageous)

🔸 Exposure to APN/mobile connectivity, RADIUS, and firewall policy troubleshooting

🔸 Clear written and verbal communication and structured troubleshooting ability

🔸 Calm under pressure, customer-centric, and diligent with documentation and handovers

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BENEFICIAL SKILLS & EXPERIENCE:

This role suits someone who:

🔸 Thinks in systems and follows a structured diagnostic approach

🔸 Communicates clearly and professionally with customers, even during incidents

🔸 Takes ownership and follows through to resolution

🔸 Enjoys improving runbooks, processes, and preventative controls

🔸 Has a strong security mindset and respects operational discipline

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TOOLS & TECHNOLOGIES:

🔸 Zendesk (or equivalent ticketing tool)

🔸 Cisco, Fortinet, Mikrotik, Juniper, Arista (or similar)

🔸 Microsoft 365 (Teams, SharePoint, Outlook)

🔸 RADIUS, audit/change logs and internal operational tooling

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Why Join iONLINE?

🔸 Remote-first working setup with support for an effective home office

🔸 Growth and certification support aligned to role tracks and OKRs

🔸 A collaborative, high-trust culture with mentorship and cross-team exposure

🔸 Opportunities to work on global connectivity, APN, and platform projects

🔸 On-call rotation allowances (where applicable)

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Submit your resume

Join iONLINE

Ready to join the team and make an impact?

At iONLINE, every employee has the ability to shape and build onto what we've already done as an organisation. Our solutions help save lives, keep people safe and enable learning. We love creating solutions that advance humanity and bring the world together for a more connected future. We love that we get to help organisations around the world stay connected, so that they can focus on what matters most, while we focus on making their vision and mission possible.

At iONLINE, everything we do impacts the world around us.

Are you ready to join our world-class team?

At iONLINE, work shapes our culture

And our culture inspires our work

As an iONLINE employee, you will work with a global team located across five continents in a remote-first environment. This means you won't be required to go into an office each day and can work remotely (unless your job specifically requires you to be office-based).

This doesn't mean you’ll never meet your colleagues in person, however, because every year we bring the team together for an event called ‘Proximity’. Proximity is an opportunity for the diverse and brilliant minds that power iONLINE to come together, to build connections with each other, to learn, contribute, brainstorm, work, and have fun!

The team

Every member of our team cares deeply about quality, equality and integrity.

Our values

Empathy, innovation and collaboration allow us to maintain honesty and integrity with excellence in every step.

Our mission

To deliver advanced global IoT connectivity solutions that empower enterprises to drive innovation, unlock potential, and thrive by bringing devices alive in a fully connected world.

Our vision

Connect Earth's Devices Intelligently

‍Our vision reflects iONLINE’s role in shaping the future of global connectivity. We envision a world where devices don’t just function but “live and connect” within a thriving, resilient, secure, ecosystem. This enables companies to innovate and industries to grow, powered by seamless, secure, and sustainable connectivity. iONLINE is at the centre of this transformation, offering the connectivity infrastructure and solutions that enable businesses to unlock their full connected device potential.

Our promise

It’s not good enough to have a mission and a vision - we need to consistently push the boundaries and deliver on our promise. We thrive on pushing these boundaries every day, ensuring we don’t forget where we came from and where we're going.

Our promise is to provide a world-class managed wireless network service with unparalleled efficiency and reliability.

iONLINE explained

We've spent time understanding how our company name relates to what we do
for you. This is our promise and how we deliver value.

Person typing on a laptop showing a dashboard with graphs, world map, and data usage statistics.

i - Innovation

I – innovation – inspire – influence - impact

We build innovative offerings to meet our clients needs, inspiring growth and influencing change.

O - Optimism

We aim to always remain optimistic when solving our clients' needs and challenges

N - Never giving up

Never giving up until the solution, problem, challenge or request has been successfully accomplished

L - Listen & have empathy

Listen, listen, listen is one of our most important attributes

N - Never giving up

Never giving up until the solution, problem, challenge or request has been successfully accomplished

I - Integrity

We work with integrity and respond in line with company policies, solution guidelines, and product rules, ensuring the integrity of our offering

N - Client needs

We aspire to understand our clients' true needs

E - Exceeding expectations

We aim to always exceed our clients' expectations