About the Company BrainoTech IT Solutions is a global IT services and managed infrastructure company providing end-to-end enterprise technology solutions. The company specializes in supporting distributed organizations with scalable IT operations, field engineering, and infrastructure management.

The Desktop Support

Technician (L1) is responsible for providing senior-level technical support for network and desktop infrastructure, ensuring connectivity, performance, and timely resolution of network-related issues. This role ensures alignment between operational execution and business objectives while maintaining service quality, uptime, and SLA compliance.

Provide

Level 2-3 support for network-related incidents and service requests • Troubleshoot LAN/WAN, Wi-Fi, and basic routing/switching problems Manage and update tickets within defined SLAs • Assist in configuration and installation of network devices (routers, switches, 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 Level 2⁄3 teams as required Communicate with end-users and internal IT teams • Coordinate with vendors and service providers when needed • Timely resolution of network support tickets • Accurate documentation and reporting • Proactive monitoring and issue identification Basic understanding of networking concepts (TCP/IP, DNS, DHCP) • Knowledge of routers, switches, firewalls, and wireless networks • Familiarity with network monitoring tools • Good communication and customer service abilities • Preferred Experience • 2–4 years of experience in network support or IT infrastructure • Certifications such as CCNA (preferred) or equivalent • Experience with enterprise network environments and ticketing systems • Exposure to VPNs, firewalls, and network security concepts SLA adherence and ticket resolution time • Accuracy of documentation and reporting • User satisfaction and service quality

📌 Freelance - Desktop Support Engineer (Milano)
🏢 Brainotech IT Solutions
📍 Milano