Service Desk 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 / severity rules; keep stakeholders updated.
• L1 Diagnostics : Perform DNS / DHCP / ping / traceroute checks; handle VPN / user access; SSO / MFA and basic O365 / AD issues to drive first-contact resolution.
• SEV / Bridge Handling : Host and minute SEV bridges; provide clear status every 15–30 minutes; coordinate resolver groups; drive to action / closure.
• Dispatch & Coordination : Build complete dispatch packs (scope, site access, change window, contacts, tools / PPE, RMA / spares, rack elevation / port map); assign field engineers; track ETAs; manage escalations.
• Network Workstreams :
• Racking / Stacking : Labeling, serial capture, power / PoE checks, patching, photos, closure notes.
• AP Installs & Surveys : Understand APoS vs passive / active; RSSI / SNR basics; PoE and mounting standards; capture deliverable expectations.
• Firewall Basics : Policy / ACL vocabulary, IPSec / SSL VPN types, common vendors (Cisco ASA, Palo Alto, Fortinet) — escalate L2 for policy / CLI.
• Documentation & Handover : Maintain accurate tickets, evidence (photos / serials / signatures), shift handovers, and post-incident reports.
• SLA & Quality : Hit response / restore SLAs; prevent re-dispatch by improving pack quality; uphold bridge etiquette and confidentiality.

Required Qualifications & Skills

Nice-to-Have

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.