Data centre Engineer - Dispatch

About BrainoTech IT Solutions

BrainoTech IT Solutions is a globally recognized provider of end-to-end enterprise technology solutions, specializing in managed infrastructure and IT services for distributed organizations. With a focus on scalability and operational excellence, the company delivers comprehensive support for network and desktop infrastructure, ensuring seamless connectivity, high performance, and robust security across enterprise environments. As a trusted partner for businesses worldwide, BrainoTech is committed to driving innovation while maintaining stringent service quality and uptime standards.

Role Overview

The Data Centre Engineer - Dispatch (Level 1) is a critical technical role responsible for delivering senior-level support for network and desktop infrastructure. This position ensures the reliability, performance, and security of enterprise networks by resolving complex connectivity issues, maintaining service quality, and adhering to strict SLAs. The ideal candidate will possess advanced troubleshooting skills, a deep understanding of networking principles, and the ability to collaborate effectively with cross-functional teams to support distributed organizations. This role plays a pivotal part in aligning operational execution with business objectives while ensuring seamless IT infrastructure management.

Key Responsibilities

Functional Responsibilities

• Advanced Technical Support: Provide Level 2-3 support for network-related incidents and service requests, ensuring timely resolution of connectivity and performance issues.
• Network Monitoring & Diagnostics: Proactively monitor network performance to identify and address LAN/WAN, Wi-Fi, and routing/switching issues before they impact operations.
• Troubleshooting Expertise: Diagnose and resolve complex network problems, including VPN connectivity, user access issues, and device configuration errors.

Operational & Delivery Responsibilities

• Ticket Management: Efficiently manage and update support tickets within defined SLAs, ensuring accurate tracking and resolution of issues.
• Network Device Configuration: Assist in the installation, configuration, and maintenance of network devices, including routers, switches, access points, and firewalls.
• VPN & Security Support: Provide technical assistance for VPN connectivity and network security-related queries, ensuring compliance with organizational policies.

Governance & Process Compliance

• Documentation & Reporting: Maintain comprehensive records of incidents, configurations, and resolutions to ensure transparency and compliance with IT standards.
• Adherence to Standards: Follow established network support procedures and escalate complex issues to Level 2/3 teams or external vendors as required.
• Process Improvement: Contribute to the enhancement of network support processes by identifying recurring issues and recommending preventive measures.

Stakeholder Management

• Internal Collaboration: Work closely with end-users, internal IT teams, and vendors to resolve issues efficiently and minimize downtime.
• Vendor Coordination: Liaise with third-party service providers to ensure timely resolution of hardware or service-related issues.
• Stakeholder Communication: Provide clear and timely updates to supervisors and stakeholders regarding incident status, resolutions, and potential risks.

Core Deliverables

• Efficient Ticket Resolution: Ensure prompt and accurate resolution of network support tickets to maintain operational continuity.
• Accurate Documentation: Maintain detailed records of incidents, configurations, and resolutions for audit and compliance purposes.
• Network Reliability: Guarantee stable and high-performance network connectivity to support enterprise operations.
• Proactive Monitoring: Identify and address potential network issues before they escalate, minimizing downtime and service disruptions.

Required Skills & Competencies

• Technical Proficiency: Solid understanding of networking concepts, including TCP/IP, DNS, DHCP, routing, and switching.
• Hardware Knowledge: Familiarity with routers, switches, firewalls, wireless networks, and network monitoring tools.
• Troubleshooting Skills: Strong analytical and problem-solving abilities to diagnose and resolve complex network issues.
• Communication & Customer Service: Excellent verbal and written communication skills to interact effectively with end-users and stakeholders.
• Team Collaboration: Ability to work in a fast-paced, team-oriented environment while managing multiple priorities.

Preferred Experience

• Industry Experience: 2–4 years of hands-on experience in network support, IT infrastructure, or a related field.
• Certifications: CCNA or equivalent certification is highly desirable.
• Enterprise Exposure: Experience working in enterprise network environments and familiarity with ticketing systems such as ServiceNow or Remedy.
• Security Awareness: Knowledge of VPNs, firewalls, and network security best practices.

Success Metrics

• SLA Compliance: Adherence to defined service level agreements for ticket resolution and response times.
• Network Performance: Maintenance of high network uptime and performance stability.
• Documentation Accuracy: Ensuring precise and up-to-date records of incidents and resolutions.
• User Satisfaction: Delivering high-quality service to meet or exceed end-user expectations.