Remote L2 Network Support Engineer – Offshore Escalation

Cloudstaff Philippines Inc.; Philippines; Remote; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Health and life insurance

Flexible leave credits

WFH perks boxes

Mid-Year Parties

Career advancement

PC and fiber internet

Tech-on-Wheels support

Social Clubs

International career growth

Cash incentives for referrals

In-house psychiatrist

Employee Share Units

Cloudstaff Dream Points

Job summary

Cloudstaff Philippines Inc. is seeking an offshore L2 Network Support Engineer to provide second-line remote support for managed network services across client environments.

You will troubleshoot complex network issues, coordinate with L3, vendors, and carriers, and maintain thorough documentation while meeting SLA targets. Strong communication and problem-solving skills are essential in this offshore role with opportunities for growth.

Qualifications

• Technical degree or qualification in IT or a related discipline.
• Networking certifications such as CCNA or equivalent.
• Exposure to carrier circuits, customer tails, provisioning coordination, and service provider fault management.
• Experience with ServiceNow, monitoring platforms, SD-WAN, or basic scripting and automation.

Responsibilities

• Provide L2 support for network incidents, service requests, and operations tasks across customer environments.
• Troubleshoot complex network faults, identify root cause, and restore service within agreed priorities.
• Maintain clear, accurate ticket notes and technical documentation in the ITSM platform.
• Ensure all assigned work complies with established SLA and customer expectations.
• Act as the L2 escalation point for L1 engineers and escalate to L3, vendors, carriers, or partners when required.
• Support Problem Management by identifying recurring issues, assisting with RCA, and recommending service improvements.
• Configure, maintain, and troubleshoot routers, switches, firewalls, VPNs, wireless infrastructure, and related customer connectivity services.
• Implement approved network changes, firmware upgrades, patching, maintenance windows, and cutover activities in line with change management processes.
• Create and maintain knowledge articles, runbooks, and support documentation.
• Develop repeatable procedures to improve operational efficiency and service consistency.
• Identify automation opportunities and process improvements.
• Provide regular customer updates throughout incident lifecycles.
• Communicate technical issues clearly to both technical and non-technical stakeholders.
• Demonstrate accountability and ownership from ticket intake through resolution.

Skills

Customer-focused

Troubleshooting

Communication

Remote support

Education

Technical degree in IT or related discipline

Tools

ServiceNow

Monitoring platforms

SD-WAN

Job description

Cloudstaff Philippines Inc. is seeking an offshore L2 Network Support Engineer to provide second-line remote support for managed network services across client environments.

You will troubleshoot complex network issues, coordinate with L3, vendors, and carriers, and maintain thorough documentation while meeting SLA targets. Strong communication and problem-solving skills are essential in this offshore role with opportunities for growth.