Level 1 IT Support Technician

SUMMARY:
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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 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.