L2 Network Support Engineer | Work From Home | Morning Shift
We’re Hiring: L2 Network Support Engineer
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Role: L2 Network Support Engineer
Work Arrangement: Work from Home
Location: CS Philippines - Makati/Ortigas/Pampanga/Cebu/Davao
Schedule: Morning Shift
Job description:
We are seeking a customer-focused L2 Network Support Engineer to provide offshore second-line phone and remote support for managed network services across multiple client environments.
The successful candidate will have strong troubleshooting capability, clear written and verbal communication, and experience supporting enterprise network technologies in an MSP or service provider environment. They will operate as an offshore L2 escalation point for L1 engineers and coordinate with L3 engineers, vendors, and carriers to restore service within agreed SLAs.
Incident & Service Request Management
Provide L2 support for network incidents, service requests, and operational 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.
Escalation & Problem Management
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.
Network Operations & Maintenance
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.
Documentation & Continuous Improvement
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.
Customer Service & Communication
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.
Non-negotiable skills and requirements:
3+ years’ experience in network support, preferably in an MSP or service provider environment, providing offshore phone and remote support.
Strong customer service, clear communication, and the ability to explain technical concepts to non-technical stakeholders.
Strong understanding of TCP/IP, routing and switching, VLANs, DHCP, DNS, QoS, routing protocols, and VPN technologies.
Hands-on experience installing, configuring, and troubleshooting routers, switches, firewalls, and VPNs, such as Cisco, Meraki, Sophos, Palo Alto, Fortinet, Aruba, or Extreme Networks.
Ability to prioritise and multitask across multiple tickets and incidents while maintaining quality documentation in ServiceNow or similar ITSM platforms.
Comfortable working within a rotating roster and participating in service windows as required.
Perks & Benefits (Work From Home):
Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
Flexible leave credits which may be used for vacation, emergency and sick leaves
Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
Endless opportunities for career advancement
Annual Performance Review with Salary Increase
We set you up for success with a company-provided PC/Laptop and fiber internet connection
Tech-on-wheels Support
Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
International career growth and connections
Unlimited cash incentives for hired referrals
Mental Wellness Employee Assistance program through Lifeworks
In-house psychiatrist available to support employees' well-being
Become part of the Employee Share Units program
Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.
Cloudstaff : Build Your Career, Anywhere
Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.
Why Cloudstaff is the #1 Workplace?
• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.
**To become a priority applicant, please share a 1-2 minute video introduction detailing you experience in this specific role. You can upload your video to the CSJobs platforms. Please use a clean, distraction-free background and speak clearly and articulately.**