Network Support Technician (Level 1/2)

Work Setup: Remote / Work-from-Home
Location: Philippines
Employment Type: Full-time, Permanent
Salary: PHP 45,000 – PHP 65,000 per month + allowances
Schedule: Rotational shifts, including nights, weekends, and public holidays

About the Role

Our client is an Australian-headquartered hospitality technology company supporting hotels, resorts, hospitals, student accommodation, clubs, and remote worker camps across the Asia-Pacific region.

We are looking for a Network Support Technician (Level 1/2) to join our technical support team. You will provide remote technical support for customer networks, connectivity, Wi-Fi, IPTV, casting, and other technology systems.

This is a hands-on support role. You will not simply log tickets—you will investigate issues, perform network diagnostics, communicate with customers, and take ownership of incidents through to resolution or appropriate escalation.

What You'll Do

• Provide Level 1/2 technical support for network and connectivity issues.
• Troubleshoot IP addressing, DNS, DHCP, VLANs, switching, Wi-Fi, and basic network connectivity issues.
• Use tools such as ping, traceroute, nslookup, and remote access tools to diagnose problems.
• Troubleshoot guest Wi-Fi, captive portals, IPTV, casting, and other network-connected systems.
• Check switch ports, VLANs, device connectivity, and basic network configurations.
• Identify whether an issue affects an individual device, area, network segment, or entire site.
• Respond to and troubleshoot customer technical support requests via phone and ticketing systems.
• Gather accurate information from customers and document troubleshooting steps and findings.
• Monitor and follow up on open incidents until resolution.
• Escalate complex issues to senior technical staff or vendors with clear diagnostic information.
• Maintain accurate and professional ticket documentation.
• Contribute useful troubleshooting solutions to the Knowledge Base.
• Use approved AI tools such as ChatGPT, Claude, or Copilot to assist with technical research, troubleshooting, and documentation, while verifying the information before applying it.

What We're Looking For

• 1–3 years of experience in Network Support, IT Support, Technical Support, Service Desk, or a related role.

• Good understanding of networking fundamentals, including:

  • IP addressing and TCP/IP
  • DNS and DHCP
  • VLANs
  • Switching
  • Wi-Fi
  • Ping and traceroute

• Ability to troubleshoot technical issues methodically and identify possible root causes.

• Good verbal and written English communication skills.

• Comfortable communicating with customers and explaining technical issues to non-technical users.

• Strong documentation and attention to detail.

• Ability to work independently in a remote environment.

• Willingness to work rotational shifts, including nights, weekends, and public holidays.

• Reliable internet connection and suitable work-from-home setup.

Nice to Have

• Degree or diploma in IT, Computer Science, Networking, or a related field.
• CCNA, CompTIA Network+, CompTIA A+, or ITIL certification.
• Experience with Cisco, Aruba, Ubiquiti, Meraki, Fortinet, or similar networking equipment.
• Experience with managed switches and VLAN configuration.
• Experience supporting enterprise or hospitality Wi-Fi.
• Experience with captive portals, IPTV, casting, or digital signage.
• Experience using ticketing/PSA systems such as ConnectWise, ServiceNow, Zendesk, Freshdesk, or Jira.
• Experience supporting hotels, resorts, hospitals, accommodation providers, or other multi-site environments.
• Experience using AI tools for technical troubleshooting or workflow improvement.