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.

• 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.

• 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.

• 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.

• 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.

• 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.

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

• 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.

• 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.