Backfill Desktop Technician

About the role

We are looking for a Backfill Desktop Technician to join BrainoTech IT Solutions and provide Level 1 desktop and network support for our distributed client base. The role involves troubleshooting connectivity issues, maintaining network devices, and ensuring service quality in line with SLA commitments.

Key responsibilities

• Provide Level 2‑3 support for network‑related incidents and service requests.
• Monitor network performance, identify and resolve LAN/WAN, Wi‑Fi, and basic routing/switching problems.
• Configure and install routers, switches, access points and support VPN connectivity.
• Manage tickets within defined SLAs, update documentation and escalation logs.
• Maintain accurate incident, configuration and resolution records.
• Communicate with end‑users, internal IT teams, vendors and service providers.
• Provide timely updates to supervisors and stakeholders.

Required profile

• 2–4 years of experience in network support or IT infrastructure.
• Relevant certifications such as CCNA (preferred) or equivalent.
• Experience with enterprise ticketing systems and VPN, firewall, and network security concepts.

Required skills

• Understanding of TCP/IP, DNS, DHCP.
• Knowledge of routers, switches, firewalls and wireless networks.
• Familiarity with network monitoring tools.
• Strong troubleshooting and analytical abilities.
• Good communication and customer‑service skills.