IT Support-Network Engineer
Skills
About This Role
Overview
About the Company
Brainotech IT Solutions is a global IT services and managed infrastructure company providing end-to-end enterprise technology solutions.
The company specialises in supporting distributed organisations with scalable IT operations, field engineering, and infrastructure management.
About the Role
The Network Support Engineer – Level 1 is responsible for providing first-level technical support for network infrastructure, ensuring connectivity, performance, and timely resolution of network-related issues.
This role ensures alignment between operational execution and business objectives while maintaining service quality, uptime, and SLA compliance.
Functional
- Provide Level 1 support for network-related incidents and service requests
- Monitor network performance and identify connectivity issues
- Troubleshoot LAN/WAN, Wi-Fi, and basic routing/switching problems
Operational / Delivery
- Manage and update tickets within defined SLAs
- Assist in configuration and installation of network devices (routers, switches, access points)
- Support VPN connectivity and user access issues
Governance & Process
- Maintain documentation of incidents, configurations, and resolutions
- Ensure adherence to network support standards and procedures
- Escalate complex issues to Level 2/3 teams as required
Stakeholder Management
- Communicate with end-users and internal IT teams
- Coordinate with vendors and service providers when needed
- Provide timely updates to supervisors and stakeholders
Core Deliverables
- Timely resolution of network support tickets
- Accurate documentation and reporting
- Stable and reliable network connectivity
- Proactive monitoring and issue identification
Required Skills & Competencies
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
- Knowledge of routers, switches, firewalls, and wireless networks
- Familiarity with network monitoring tools
- Strong troubleshooting and analytical skills
- Good communication and customer service abilities
- Ability to work in a fast-paced, team-oriented environment
Preferred Experience
- 1–2 years of experience in network support or IT infrastructure
- Certifications such as CCNA (preferred) or equivalent
- Experience with enterprise network environments and ticketing systems
- Exposure to VPNs, firewalls, and network security concepts
Success Measures
- SLA adherence and ticket resolution time
- Network uptime and performance stability
- Accuracy of documentation and reporting
- User satisfaction and service quality
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