Level 1 IT Support Technician

Key Responsibilities

Technical Support & Troubleshooting

• Provide Level 1 support for WiFi networks, switching infrastructure, and IPTV platforms.

• Perform basic fault-finding on network connectivity and IPTV-related issues.

• Monitor system alerts and respond to incidents in line with defined SLAs.

• Escalate unresolved or complex issues to Level 2 support with clear diagnostics and documentation.

Networking & Infrastructure

• Assist with basic switch configuration, including VLANs, ports, PoE, and basic QoS.

• Support and troubleshoot WiFi access points and controllers.

• Work with enterprise-grade networking hardware such as Ruckus, HPE, Aruba, and similar vendors.

• Perform basic network health checks, including connectivity, cabling, and device status.

IPTV & TV Configuration

• Support IPTV platforms such as Hoist and LG Pro:Centric.

• Assist with TV provisioning, configuration, and channel testing.

• Perform basic IPTV troubleshooting, including signal loss, freezing, and channel mapping issues.

• Support hotel-room TV setups and basic middleware checks.

Customer Support & Service Delivery

• Deliver professional, customer-focused first-line technical support.

• Communicate clearly with clients regarding issues, progress, and resolutions.

• Log, update, and close support tickets accurately within the service management system.

• Adhere to defined processes, SOPs, and escalation procedures.

Documentation & Continuous Improvement

• Maintain accurate ticket notes and resolution documentation.

• Contribute to knowledge base articles and troubleshooting guides.

• Learn from escalated incidents and assist with service improvements.

• Support the maintenance of as-built documentation.

Required Skills & Experience

• 2–3 years’ experience in an IT support or service desk environment.

• Working knowledge of:

  • TCP/IP networking fundamentals

  • WiFi concepts and troubleshooting

  • Network switches and port configurations

• Exposure to enterprise networking hardware (Ruckus, HPE, Aruba, or similar).

• Basic experience supporting IPTV or video delivery systems.

• Comfortable working in a ticket-driven, SLA-based support environment.

• Strong communication skills with a customer-service mindset.

• Willingness to work shifts, on-call, weekends, and after-hours as required.

Advantageous / Nice-to-Have

• Experience within hospitality or hotel network environments.

• TV configuration and commissioning experience.

• Exposure to multicast or IPTV concepts.

• Experience supporting managed services customers.

Qualifications (Preferred)

• Relevant IT or networking qualification or certification, such as:

  • CompTIA Network+

  • MCITP or similar Microsoft certification

  • Entry-level vendor networking certifications

• Diploma or certificate in IT, Networking, or a related field.

• Proficiency in Microsoft Office products.

Personal Attributes

• Strong interest in networking and IPTV technologies.

• Eager to learn and develop technical skills.

• Methodical, detail-oriented, and organised.

• Calm and professional under pressure.

• Good time management and prioritisation skills.

• Team player with a customer-first approach.