Level 1 Support Technician

SUMMARY:
An exciting opportunity has become available for a Level 1 Support Technician to join a managed services team. The role focuses on WiFi networks, switch configurations, and IPTV solutions within enterprise and hospitality environments. This is an excellent opportunity for a support engineer with a solid technical foundation who wants to grow in a structured IT and IPTV environment. The successful candidate will provide first-line technical support, perform basic configuration and troubleshooting, and escalate complex issues appropriately, while maintaining high service standards.

POSITION INFO:
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 alerts and respond to incidents according to defined SLAs
• Escalate unresolved or complex issues to Level 2 support with accurate diagnostics

• Assist with basic switch configuration (VLANs, ports, PoE, basic QoS)
• Support and troubleshoot WiFi access points and controllers
• Work with enterprise network hardware including Ruckus, HPE, Aruba and similar vendors
• Perform basic network checks (connectivity, cabling, device status)

• Support IPTV solutions such as Hoist and LG Pro:Centric
• Assist with TV provisioning, configuration, and channel testing
• Perform basic IPTV troubleshooting (no signal, freezing, channel mapping issues)
• Support hotel-room TV setups and basic middleware checks

• Provide professional and friendly first-line support to customers
• Communicate clearly with clients regarding issues, progress, and resolution
• Log, update, and close tickets accurately in the service management system
• Follow defined processes, SOPs, and escalation paths

• Update knowledge base articles and troubleshooting guides
• Maintain accurate ticket notes and resolution documentation
• Learn from escalated incidents and contribute to service improvements
• Assist with updating AS-BUILT documentation

• 2–3 years’ experience in an IT support or service desk role
• Understanding 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 environment
• Good communication and customer service skills
• Willingness to work shifts or on-call (if required)

• Experience in hotel or hospitality network environments
• TV configuration and commissioning experience
• Exposure to multicast or IPTV concepts
• Experience supporting managed services customers

• Relevant technical qualification or certification, such as:
• CompTIA Network+
• MCITP or similar Microsoft certification
• Vendor networking certifications (entry-level)
• Proficient in Microsoft suite of products
• Diploma or certificate in IT, Networking, or related field

• Strong interest in networking and IPTV technologies
• Eager to learn and develop technical skills
• Methodical and detail-oriented
• Calm and professional under pressure
• Good time management and prioritisation skills
• Team player with a customer-first mindset