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.

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.

Provide Level 2-3 support for network-related incidents and service requests
• Troubleshoot LAN/WAN, Wi-Fi, and basic routing/switching problems
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
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
Communicate with end-users and internal IT teams
• Coordinate with vendors and service providers when needed
• Timely resolution of network support tickets
• Accurate documentation and reporting
• Proactive monitoring and issue identification

Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
• Knowledge of routers, switches, firewalls, and wireless networks
• Familiarity with network monitoring tools
• Good communication and customer service abilities
• 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

SLA adherence and ticket resolution time
• Accuracy of doc

Freelance - Desktop Support Engineer

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