About the position
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.
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
Networking & Infrastructure
- 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)
IPTV & TV Configuration
- 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
Customer & Service Delivery
- 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
Documentation & Continuous Improvement
- 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
Required Skills & Experience
- 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)
Advantageous / Nice-to-Have Experience
- Experience in hotel or hospitality network environments
- TV configuration and commissioning experience
- Exposure to multicast or IPTV concepts
- Experience supporting managed services customers
Qualifications (Preferred)
- 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
Personal Attributes
- 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
Career Growth
This role offers clear progression opportunities into Level 2 Support, Network Engineering, or IPTV Specialist roles, with exposure to enterprise and hospitality environments.
Desired Skills:
- support technician
- it technician
- network technician
- level 1 support
- networking
- field technician
