EUC Support Engineer - Dispatch

**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 EUC 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 1-2 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**

• 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