Brainotech IT Solutions GmbH
Dispatch - Desktop Support Engineer
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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
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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
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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
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