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 2–5 years in a Service Desk / NOC / Dispatch role supporting network or end-user services. Strong ITSM experience (ServiceNow, Freshservice, Remedy, or SM9) across Incident/Problem/Change. Solid L1 networking : DNS/DHCP fundamentals, IP tools (ping/traceroute), VPN user troubleshooting, SSO/MFA, basic Windows/O365/AD. Proven dispatch/coordination skills (spares/RMA, logistics, access notes, change windows, engineer ETAs). Excellent communication (written/spoken English), customer handling, and documentation discipline. Comfortable with 24×7 shifts and high-tempo bridge calls. Nice-to-Have ITIL Foundation ; CCNA (or equivalent knowledge). Familiarity with Ekahau concepts (APoS/passive/active surveys) and survey deliverables. Exposure to monitoring tools (AppDynamics, Grafana, Kibana, SolarWinds). Multi-vendor awareness (Cisco/Aruba/Juniper/Palo Alto/Fortinet). KPIs (What success looks like) Time-to-First-Response: ≤ 10 minutes for ≥ 85% of tickets Time-to-Dispatch Pack: ≤ 15 minutes post-triage for ≥ 90% of field requests SLA Adherence: ≥ 95% (response/restore) Documentation Completeness: 100% (evidence, serials, sign-off) Bridge Cadence: Clear updates every 15–30 minutes First-Contact Resolution (where applicable): ≥ 25–30% 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.