Configtap
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The L1/L2 Laptop/LAN Support Technician is responsible for providing technical assistance and support related to laptop and Local Area Network (LAN) systems. This role involves troubleshooting, maintaining, and repairing hardware and software issues, ensuring minimal downtime, and providing excellent customer service to end-users. The technician will handle both Level 1 (basic) and Level 2 (intermediate) support tasks, escalating more complex issues to higher-level support teams when necessary.
Key Responsibilities:
1. Technical Support:
- Provide first-level (L1) and second-level (L2) technical support for laptops, desktops, and LAN systems.
- Diagnose and resolve hardware and software issues related to laptops, desktops, printers, and other peripherals.
- Troubleshoot network connectivity issues, including wired and wireless connections.
- Install, configure, and update operating systems, drivers, and software applications.
2. Network Support
- Assist in the setup, configuration, and maintenance of LAN infrastructure, including routers, switches, and access points.
- Monitor network performance and troubleshoot network-related issues.
- Ensure network security by implementing and maintaining firewalls, VPNs, and other security measures.
3. Hardware Maintenance
- Perform hardware repairs and upgrades on laptops and desktops, including replacing hard drives, memory, and other components.
- Conduct routine maintenance and inspections of hardware to ensure optimal performance.
- Manage inventory of spare parts and equipment.
4. User Assistance
- Provide hands-on and remote support to end-users, guiding them through troubleshooting steps and resolving issues.
- Educate users on basic troubleshooting techniques and best practices for using laptops and LAN systems.
- Create and update user documentation and FAQs.
5. Incident Management
- Log and track support tickets using a ticketing system, ensuring timely resolution and follow-up.
- Escalate complex issues to L3 support or other specialized teams as needed.
- Maintain detailed records of issues, resolutions, and user interactions.
6. Compliance and Security
- Ensure compliance with company policies and procedures related to IT security and data protection.
- Implement and enforce security measures to protect sensitive information and prevent unauthorized access.
7. Collaboration
- Work closely with other IT team members to ensure seamless support and service delivery.
- Participate in team meetings, training sessions, and knowledge-sharing activities.
Qualifications:
- High school diploma or equivalent; associate or bachelor’s degree in Information Technology, Computer Science, or related field preferred.
Technical Skills:
- Proficiency in Windows and macOS operating systems.
- Knowledge of networking protocols, including TCP/IP, DNS, DHCP, and VPN.
- Familiarity with remote desktop tools and support software.
- Basic understanding of cybersecurity principles and practices.
Soft Skills:
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Customer-focused with a commitment to providing high-quality support.
Experience: 5 years
No. of Positions: 2
Job Type: Full-time
Benefits: Health Insurance
Work Days: Monday to Friday
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We don’t just build software—we incubate dedicated engineering teams. From designing systems to shaping team structures and organizational strategy, we enable our clients to launch and scale products that are relevant today and resilient for the future.
Whether you’re scaling an existing product, building from scratch, or optimizing manual processes, we help you move faster with confidence:
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Our approach is rooted in ownership. As a DevOps-driven organization, our engineers take responsibility for the entire lifecycle—from development to release—ensuring quality at every step.
Founded by product professionals, we bring a strong product mindset into services. We’re driven by curiosity, continuous learning, and a passion for building great software the right way.
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