**About the Company**
BrainoTech IT Solutions is a global IT services and managed infrastructure company providing end-to-end enterprise technology solutions. The company specializes in supporting distributed organizations with scalable IT operations, field engineering, and infrastructure management.
**About the Role**
The Desktop Support Technician (L1) is responsible for providing senior-level technical support for network and desktop 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.
**Key Responsibilities**
**Functional**
• Provide Level 2-3 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**
• 2–4 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
