{"id":3063928,"url":"https://alion.io/job/cloudstaff-l2-network-support-engineer-wfh","title":"L2 Network Support Engineer (WFH)","company":{"id":50080,"name":"Cloudstaff","domain":"cloudstaff.com","url":"https://alion.io/company/cloudstaff","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Career site","truth_index":{"grade":"B","score":75,"open_postings":126,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":27,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Philippines"],"countries":["PH"],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":8500,"max_usd":20000,"period":"year","method":"role_country_seniority_unknown","sample_n":14},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-08-10T16:52:18Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-31T01:25:25Z","board_verified":true,"closed_at":null,"days_open":81,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":81},"description":"About the Role\nWe 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.\nThe 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.\nIncident & Service Request ManagementProvide L2 support for network incidents, service requests, and operational tasks across customer environments.\nTroubleshoot complex network faults, identify root cause, and restore service within agreed priorities.\nMaintain clear, accurate ticket notes and technical documentation in the ITSM platform.\nEnsure all assigned work complies with established SLA and customer expectations.\n\nEscalation & Problem ManagementAct as the L2 escalation point for L1 engineers and escalate to L3, vendors, carriers, or partners when required.\nSupport Problem Management by identifying recurring issues, assisting with RCA, and recommending service improvements.\n\nNetwork Operations & MaintenanceConfigure, maintain, and troubleshoot routers, switches, firewalls, VPNs, wireless infrastructure, and related customer connectivity services.\nImplement approved network changes, firmware upgrades, patching, maintenance windows, and cutover activities in line with change management processes.\n\nDocumentation & Continuous ImprovementCreate and maintain knowledge articles, runbooks, and support documentation.\nDevelop repeatable procedures to improve operational efficiency and service consistency.\nIdentify automation opportunities and process improvements.\n\nCustomer Service & CommunicationProvide regular customer updates throughout incident lifecycles.\nCommunicate technical issues clearly to both technical and non-technical stakeholders.\nDemonstrate accountability and ownership from ticket intake through resolution.\n\nQualifications\nDesirable\nTechnical degree or qualification in IT or a related discipline.\nNetworking certifications such as CCNA or equivalent.\nExposure to carrier circuits, customer tails, provisioning coordination, and service provider fault management.\nExperience with ServiceNow, monitoring platforms, SD-WAN, or basic scripting and automation.\nKey Competencies\nCustomer focus, ownership, troubleshooting discipline, clear communication, quality documentation, prioritisation, remote work effectiveness, and collaboration across L1, L3, vendors, carriers, and customers.\nPerformance Measures\nSuccess will be measured by SLA achievement, ticket quality, customer satisfaction, offshore communication effectiveness, change execution, RCA contribution, documentation quality, and knowledge sharing with L1 engineers.\nPerks and benefits\nPERKS & BENEFITS\nComprehensive health and life insurance starting on your 16th day of employment, including coverage for one free dependent\nFlexible leave credits that can be used for vacation, emergencies, and sick leave\nQuarterly perks boxes for WFH staff, filled with groceries and snacks to keep you fueled\nExciting Mid-Year Parties with giveaways and cash prizes!\nEndless opportunities for career advancement\nWe set you up for success with a company-provided PC/laptop and fiber internet connection\nTech-on-Wheels support\nJoin our CS Social Clubs and Special Interest Groups to connect with colleagues\nInternational career growth and networking opportunities\nUnlimited cash incentives for successful referrals\nIn-house psychiatrist available to support employees' well-being\nBecome part of the Employee Share Units program\nCloudstaff Dream Points - redeemable for useful items like appliances, kitchen gadgets, and more\nCLOUDSTAFF: BUILD YOUR CAREER, ANYWHERE\nEstablished 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.\nWHY CLOUDSTAFF IS THE #1 WORKPLACE?\nAward-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition\nInvest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement\nThrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.","description_format":"text","description_chars":4646,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Life insurance"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-22T07:16:33Z"}],"visa":[],"liveness":{"score":9,"band":"cold","label":"Long shot","p_open":1,"p_active":0.323,"p_room":0.28,"age_days":80,"expected_fill_days":27,"reasons":["conf:2","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/cloudstaff-l2-network-support-engineer-wfh","json_url":"https://alion.io/job/cloudstaff-l2-network-support-engineer-wfh.json","meta":{"generated_at":"2026-10-31T04:55:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6902,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":50080},"rest":"https://alion.io/mcp/rest/get_company?id=50080"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcloudstaff-l2-network-support-engineer-wfh"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcloudstaff-l2-network-support-engineer-wfh"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcloudstaff-l2-network-support-engineer-wfh"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cloudstaff-l2-network-support-engineer-wfh\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcloudstaff-l2-network-support-engineer-wfh"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3063928}},{"tool":"search_jobs","arguments":{"company":"cloudstaff.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3063928},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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