Remote Tier 2 Network Support Specialist — Network Engineering
Description
Salary: ₱100,000 – ₱120,000 per month
About the role
We are seeking experienced Tier 2 Network Support Specialists to provide remote technical support and network troubleshooting for client locations where no on-site technical staff are available. The specialist will serve as the primary technical resource, verbally guiding clients or on-site personnel through network deployments, equipment installation, connectivity testing, and advanced troubleshooting. Candidates must be capable of diagnosing network issues remotely and communicating clear, step-by-step instructions to individuals with limited networking experience.
Key responsibilities
Diagnose network connectivity issues remotely using client-provided information, equipment interfaces, logs, monitoring tools, and diagnostic results
Guide clients through troubleshooting procedures over the phone or video calls
Isolate faults involving cabling, modems, routers, switches, ISP circuits, and LTE/5G connectivity
Troubleshoot ISP outages, intermittent connectivity, packet loss, latency, and WAN configuration issues
Coordinate with ISP technical support and lead escalations when carrier-side issues are suspected
Troubleshoot cellular gateways, SIM cards, APN settings, signal strength, registration, and connectivity
Troubleshoot routers, managed switches, VLANs, routing, NAT, DHCP, DNS, and interface issues
Explain technical procedures clearly to nontechnical clients and maintain control of troubleshooting calls with a structured, step-by-step approach
Document symptoms, diagnostic results, changes made, root cause, and resolution
Escalate hardware failures, ISP issues, and problems requiring physical intervention appropriately
About you
Proven Tier 2 network support, NOC, network engineering, or equivalent troubleshooting experience
Strong understanding of TCP/IP, subnetting, VLANs, routing, DHCP, DNS, NAT, and WAN connectivity
Experience troubleshooting routers, switches, ISP connections, and LTE/5G gateways
Demonstrated ability to diagnose issues remotely without direct physical access to equipment
Excellent verbal communication skills and the ability to guide nontechnical individuals through technical procedures
Strong problem-solving skills, patience, ownership, and accurate documentation
Preferred: CCNA, Network+, or equivalent practical experience
Preferred: Experience with Cisco, Fortinet, Meraki, MikroTik, InHand, Cradlepoint, or comparable platforms
Preferred: Experience with remote network management, monitoring, ticketing systems, and ISP escalations
Preferred: Experience supporting distributed sites, retail locations, branch offices, or unattended network deployments