System and Infrastructure Support Engineer

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