L2 Service Desk Specialist - Remote

Overview

The L2 Service Desk Specialist will provide advanced technical support, focusing on networking and complex troubleshooting, while working remotely.

In Short

• Provide advanced support for end-users, resolving complex issues.
• Troubleshoot network-related issues including connectivity and VPN access.
• Handle escalated tickets and mentor junior staff.
• Install, configure, and update hardware and software for users.
• Diagnose and resolve LAN/WAN issues.
• Monitor network performance to prevent downtime.
• Take ownership of high-priority incidents and document support activities.
• Collaborate with IT teams and contribute to knowledge bases.
• Support network configurations and ensure security compliance.
• Deliver outstanding support and communication to users.

Requirements

• 3–5 years of experience in technical support with networking exposure.
• Solid understanding of network systems and troubleshooting.
• Familiarity with ticketing systems like ServiceNow or Jira.
• Knowledge of TCP/IP, DNS, DHCP, VPNs, routing, and firewalls.
• Experience with monitoring tools like SolarWinds or PRTG.
• Hands-on experience with network hardware.
• Preferred certifications: CompTIA Network+, CCNA, ITIL Foundation.
• Strong communication and customer service skills.
• Ability to work independently and in a team.
• Excellent attention to detail.

Benefits

• Work remotely from anywhere in the Philippines.
• Competitive salary based on experience.
• Opportunities for professional development and training.
• Collaborative and dynamic work environment.
• Supportive team culture.