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. #J-18808-Ljbffr