Desktop Support Technician (L1) – Network & Desktop Support

About the role

The Desktop Support Technician (L1) provides senior‑level technical assistance for network and desktop infrastructure, ensuring connectivity, performance and timely issue resolution. The role aligns operational execution with business objectives while maintaining service quality, uptime and SLA compliance.

Key responsibilities

• Provide Level 2‑3 support for network‑related incidents and service requests.
• Monitor network performance, identify connectivity issues and troubleshoot LAN/WAN, Wi‑Fi and basic routing/switching problems.
• Manage and update tickets within defined SLAs.
• Assist in configuration and installation of routers, switches and access points.
• Support VPN connectivity and user access issues.
• Maintain documentation of incidents, configurations and resolutions.
• Ensure adherence to network support standards and procedures.
• Escalate complex issues to higher‑level teams as required.
• Communicate with end‑users, internal IT teams, vendors and service providers.

Required profile

• 2–4 years of experience in network support or IT infrastructure.
• Relevant certifications such as CCNA (preferred) or equivalent.
• Experience with enterprise network environments and ticketing systems.
• Ability to work in a fast‑paced, team‑oriented environment.

Required skills

• Understanding of TCP/IP, DNS and DHCP.
• Knowledge of routers, switches, firewalls and wireless networks.
• Familiarity with VPN connectivity and network monitoring tools.
• Experience with ticketing systems and accurate documentation.