Desktop Support Technician - Network Support (Dispatch Role)

About BrainoTech IT Solutions GmbH

BrainoTech IT Solutions is an international IT services and managed infrastructure firm delivering comprehensive enterprise technology solutions. The company focuses on supporting geographically dispersed organizations through scalable IT operations, field engineering, and infrastructure management.

Role Overview

The Desktop Support Technician (Level 1) plays a vital role in delivering elevated technical support for network and desktop infrastructure. The technician is tasked with ensuring connectivity, maintaining performance standards, and resolving network-related incidents promptly. This position bridges operational activities with the organization's business goals by sustaining high service quality, uptime, and strict adherence to SLAs.

Key Responsibilities

• Provide Level 2-3 technical support for incidents and requests related to network issues.
• Continuously monitor network health and troubleshoot connectivity challenges.
• Diagnose problems associated with LAN/WAN, Wi-Fi, and basic routing and switching components.
• Manage and update support tickets timely, complying with predefined SLA timelines.
• Assist in configuring and installing network hardware such as routers, switches, and access points.
• Support and resolve VPN access and connectivity difficulties.
• Maintain detailed documentation of incidents, system configurations, and solutions applied.
• Follow established network support standards and escalate complex problems to Level 2/3 teams when necessary.
• Communicate effectively with end-users, internal IT teams, and external vendors or service providers.
• Report promptly to supervisors and stakeholders with updates on ticket statuses and network issues.

Required Skills and Competencies

• Fundamental understanding of networking principles, including TCP/IP, DNS, and DHCP.
• Familiarity with network devices like routers, switches, firewalls, and wireless systems.
• Experience working with network monitoring tools to identify and resolve issues.
• Robust troubleshooting and analytical problem-solving capabilities.
• Strong communication skills combined with customer service orientation.
• Ability to perform effectively in a fast-paced, collaborative team environment.

Preferred Experience

• Two to four years of experience in network support or IT infrastructure roles.
• Certifications such as CCNA or an equivalent networking credential are advantageous.
• Background in enterprise network support and usage of ticketing systems.
• Exposure to VPN configurations, firewall management, and basic network security practices.

Performance Indicators

• Consistent compliance with SLAs and prompt resolution of support tickets.
• Maintenance of network uptime and stability in performance.
• Accuracy in keeping documentation and reports up to date.
• High levels of user satisfaction and service quality.