L2 Service Desk

Type: Full-Time, Remote

Working Hours: Mondays - Fridays 8:00 am - 5:00 pm EST

Location: Philippines and South Africa

About the Company:

Our client is a leading Managed Services Provider (MSP) delivering innovative IT solutions and services. Our focus is on helping organizations transform their IT environments, improve business operations, and enhance security. Join our dynamic team and be part of a company that's driving technological advancement and delivering exceptional value to its clients.

Job Description:

You’ll be handling escalated issues, collaborating with cross-functional IT teams, and ensuring the smooth operation of our technical environment—especially on the networking side.

Key Responsibilities:

1. Technical Support:

• Provide advanced support for end-users, resolving complex issues beyond basic troubleshooting.
• Troubleshoot network-related issues such as connectivity problems, VPN access, and configuration errors.
• Handle escalated tickets from lower-level teams and offer mentorship when needed.
• Install, configure, and update hardware and software for users.

1. Network Support & Troubleshooting:

• Diagnose and resolve LAN/WAN issues, including routers, switches, firewalls, and related infrastructure.
• Proactively monitor network performance to prevent downtime.
• Support and troubleshoot VPN, remote access setups, and security-related configurations.
• Maintain and support network hardware such as wireless access points and peripherals.

1. Incident Management:

• Take ownership of complex or high-priority incidents and ensure timely resolution.
• Document all support activities in the ticketing system with thorough details.
• Escalate unresolved issues to senior engineers or specialized teams when necessary.

1. Collaboration & Training:

• Work alongside network engineers, sysadmins, and IT leadership to support infrastructure.
• Mentor junior service desk staff and assist in their technical development.
• Contribute to and update internal knowledge bases for improved self-service.

1. System and Network Configuration:

• Support and configure systems integrated with the network (e.g., Active Directory, printers).
• Assist with basic network setups and support network upgrades.
• Ensure compliance with network security policies, including firewalls and access control.

1. Performance Monitoring:

• Use tools such as SolarWinds or PRTG to monitor network health and performance.
• Analyze performance data and generate actionable reports for IT leadership.

1. Customer Service:

• Deliver outstanding support and clear communication to non-technical users.
• Ensure all technical issues are addressed with professionalism and clarity.

Skills & Qualifications:

• 3–5 years of experience in a service desk or technical support role, with strong networking exposure.
• Solid understanding of network systems and experience troubleshooting complex technical issues.
• Familiarity with ticketing systems such as ServiceNow, Jira, or Zendesk.
• Deep knowledge of TCP/IP, DNS, DHCP, VPNs, routing, switching, and firewalls.
• Experience with monitoring tools like Wireshark, SolarWinds, or PRTG.
• Hands-on with network hardware (e.g., Cisco, Juniper).
• Preferred certifications: CompTIA Network+, CCNA (or higher), ITIL Foundation.
• Strong communication and customer service skills.
• Ability to work independently and as part of a team.
• Excellent attention to detail and ability to juggle multiple tasks.

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