Description

Key Responsibilities
🔹 Respond to incoming network support requests via ticketing systems, phone, email, or chat.
🔹 Provide first-line troubleshooting for connectivity issues including Wi-Fi, VPN, LAN, internet access, shared drives, IP conflicts and slow network performance.
🔹 Coordinate with EUC, Helpdesk and senior Network Engineering teams when issues require cross-functional or advanced technical support.
🔹 Inspect and verify physical network connections, switch ports, cables and link status.
🔹 Perform basic troubleshooting of wireless connectivity issues, including SSID visibility, weak signals and coverage-related problems.
🔹 Assist with racking, stacking, cabling, patching and basic installation of network equipment under supervision or guided instructions.
🔹 Trace, organize and maintain Ethernet cables, patch panels and network rack infrastructure.
🔹 Perform authorized restarts of network interfaces or devices in accordance with established procedures and permissions.
🔹 Document and record changes to network ports, patch panels, cables, physical layouts and network hardware.
🔹 Maintain network closets and server rooms in a clean, organized, safe and secure condition.
🔹 Accurately document incidents, troubleshooting activities and resolutions within the appropriate ticketing system.

Ideal Candidate
✔️ Associate or Bachelor’s degree in Computer Information Systems, Networking, IT or a related technical field, or equivalent hands-on experience.
✔️ Experience in Level-1 Network Support, IT Support, Helpdesk, Desktop Support or Network Operations.
✔️ Fundamental understanding of TCP/IP, DHCP, DNS, VLANs, Ethernet and Wi-Fi.
✔️ Familiarity with enterprise switches, VPN clients, patch panels and Cat5e/Cat6 cabling.
✔️ Hands-on understanding of basic racking, stacking, cable tracing and patching.
✔️ Strong troubleshooting and problem-solving skills.
✔️ Excellent communication skills and ability to coordinate with end users and remote technical teams.
✔️ Strong attention to detail, particularly around physical infrastructure, documentation and network-room organization.
✔️ English proficiency preferred.
 

Key Skills

Education

Bachelor's / Associate Degree in IT, Networking, Computer Science, or equivalent experience