Network Support Specialist

Job Title

Service Desk Specialist (Network Dispatch & Smart Hands Coordination)

Location

Remote / Hybrid (Global coverage) — Shift-based, 24×7 rotation

Employment Type

Full-time (rotational shifts, weekends / holidays as scheduled)

Reports To

Service Desk Manager / Network Operations Lead

Role Summary

You will be the front door for global Network Hands & Feet (H&F) operations. You’ll handle ticket intake and L1 diagnostics, run SEV bridges, and dispatch / coordinate field engineers for racking & stacking, switches / routers / APs / firewalls, and wireless surveys. Success means fast, clear triage, accurate dispatch packs, precise documentation, and consistent SLA delivery.

Key Responsibilities

• Ticket Intake & Triage (ITSM) : Manage incidents / requests / changes in ServiceNow / Freshservice / Remedy / SM9;
• apply priority / severityrules;

keep stakeholders updated.

SSO / MFA and basic O365 / AD issues to drive first-contact resolution.

drive to action / closure.

manage escalations.

capture deliverable expectations.

uphold bridge etiquetteand confidentiality.

Required Qualifications & Skills

Nice-to-Have

CCNA (or equivalent knowledge).

KPIs (What success looks like)

Tools You’ll Use

Freshservice / ServiceNow / Remedy / SM9, MS Teams / Zoom, O365 / AD, GlobalProtect / other VPN clients, basic CLI tools for validation, ticket / dispatch templates, geo tools (Google Maps / What3Words), and shared runbooks.

Equal Opportunity

We’re an equal opportunity employer. We value diversity and are committed to a safe, inclusive workplace.