Service Desk Specialist

Job TitleService Desk Specialist (Network Dispatch & Smart Hands Coordination)LocationRemote/Hybrid (Global coverage) — Shift-based, 24×7 rotationEmployment TypeFull-time (rotational shifts, weekends/holidays as scheduled)Reports ToService Desk Manager / Network Operations LeadRole SummaryYou 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 UseFreshservice/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 OpportunityWe’re an equal opportunity employer. We value diversity and are committed to a safe, inclusive workplace.