Infrastructure Support Engineer – Ticket based-Dispatch role Full Time

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 Network 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 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