Freelance Desktop Support Technician

About BrainoTech IT Solutions GmbH

BrainoTech IT Solutions GmbH is an international provider of IT services and managed infrastructure, delivering comprehensive enterprise technology solutions. The company focuses on supporting geographically distributed organizations with scalable IT operations, field engineering, and infrastructure management.

Role Overview

The Desktop Support Technician, Level 1, is charged with delivering advanced technical assistance for network and desktop frameworks. The position is key to ensuring smooth connectivity, optimal performance, and prompt resolution of network issues, while aligning operational tasks with business goals and maintaining service quality, system availability, and SLA adherence.

Key Responsibilities

• Offer Level 2-3 technical support for network incidents and service requests.
• Track and analyze network performance to detect connectivity problems.
• Troubleshoot issues related to LAN/WAN, Wi-Fi, and basic routing and switching setups.
• Manage and update support tickets within allocated SLA timelines.
• Assist in configuring and installing network hardware such as routers, switches, and access points.
• Resolve VPN connection and user access complications.
• Keep detailed records of incidents, configurations, and solutions.
• Uphold network support procedures and standards consistently.
• Escalate complex issues appropriately to higher-level technical teams.
• Communicate effectively with end users, internal IT teams, vendors, and service providers.
• Provide regular status updates to supervisors and relevant stakeholders.

Required Skills and Competencies

• Fundamental knowledge of networking protocols and concepts like TCP/IP, DNS, and DHCP.
• Experience working with network devices including routers, switches, firewalls, and wireless equipment.
• Familiarity with tools used for network monitoring.
• Strong analytical and troubleshooting capabilities.
• Excellent communication and customer service skills.
• Ability to perform well in a dynamic, team-based environment.

Preferred Qualifications

• 2 to 4 years of relevant experience in network support or IT infrastructure roles.
• Professional certifications such as CCNA or equivalent are advantageous.
• Experience with enterprise network settings and ticket management systems.
• Knowledge of VPN technology, firewall configuration, and network security principles.

Performance Metrics

• Compliance with SLA timelines and efficiency in issue resolution.
• Consistency in network uptime and performance metrics.
• Precision in documentation and reporting practices.
• High levels of end-user satisfaction and service quality.