What are the responsibilities and job description for the System and Infrastructure Support Engineer position at Brainotech IT Solutions GmbH?
About the Company
Brainotech IT Solutions GmbH 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 Engineer – Level 1 is responsible for providing first-level technical support for network 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