Level 1 Technical Support

About the role

CBTW is looking for a Level 1 Technical Support professional to provide hardware, software and network assistance to its North American clients. The role involves troubleshooting, maintenance and documentation of IT infrastructure both on‑site and remotely.

Key responsibilities

• Supervise and perform hardware and software upgrades across all workstations.
• Maintain backups and ensure data integrity on all computers.
• Install, configure and test workstation hardware and software.
• Provide first‑line technical support for North American customers via phone, email and remote tools.
• Diagnose and resolve internet, network and monitoring station issues quickly.
• Document all work performed and update service records for every interaction.
• Create and maintain technical manuals, CCTV and access‑control infrastructure.
• Conduct training sessions and track employee technical knowledge.
• Participate in technical support meetings and communicate regularly with customers.

Required profile

• Experience in network administration and hardware/software support.
• Familiarity with Cisco Meraki, Ubiquiti and Mikrotik equipment.
• Understanding of networking protocols such as IPSEC, HSRP, BGP, OSPF, 802.11 and QoS.
• Solid grasp of the OSI and TCP/IP models and Windows system maintenance.
• Ability to stay calm under pressure, pay close attention to detail and estimate task durations accurately.

Required skills

• Network administration
• Cisco Meraki
• Ubiquiti
• Mikrotik
• IPSEC
• HSRP
• BGP
• OSPF
• 802.11 wireless
• QoS
• OSI model
• TCP/IP model
• Windows system maintenance
• Windows Active Directory
• IPv4 subnetting
• 5 GHz wireless best practices
• Cacti
• Dude
• Nagios
• CCTV systems
• Access‑control infrastructure

What we offer

• Opportunity to work with an ambitious, diverse team.
• Career advancement and training in network and Windows administration.
• Annual performance reviews and bonuses.
• Dynamic modern office space with a lounge area.
• Continuous learning environment encouraging innovation.