Support Analyst

Support Analyst (Remote)

Company: Netrix Global Location: Remote (Philippines-based) Contract: Permanent Seniority: Mid-Level

About the Role

Netrix Global is seeking a dedicated Tier 1 Support Technician to join our remote team. In this role, you will be the first point of contact for our customers, responsible for managing incoming incidents and service requests. Your primary goal will be to ensure an excellent customer experience through efficient problem resolution and by helping to prevent recurring issues.

Key Responsibilities

Service Delivery:

• Provide first-level technical support via phone, email, and system alerts.
• Accurately document incidents and service requests in the ITSM tool, detailing troubleshooting steps and outcomes.
• Monitor critical infrastructure alerts and escalate issues to higher-level support as needed.
• Maintain up-to-date documentation within the ITSM system and utilize the Knowledge Base for resolutions.
• Communicate incident progress, planned changes, or outages to customers.
• Ensure tickets are routed correctly and resolved within Service Level Agreement (SLA) requirements.
• Adhere to customer-specific processes and Standard Operating Procedures (SOPs).
• Complete end-of-shift checklists and turnover reports.

Process Improvement:

• Contribute to continuous improvement initiatives for the Service Desk.
• Assist in maintaining and expanding the Knowledge Base.
• Apply ITIL best practices for incident management.
• Participate in team projects aimed at enhancing support efficiency and quality.
• Incorporate feedback from management and quality assurance programs.

Communication:

• Keep customers and internal teams informed about issue trends, critical incidents, and escalations.
• Collaborate effectively with Netrix engineers and other technical teams to resolve complex issues.
• Build strong relationships with customers, providing education on system operations and applications.
• Foster a positive team culture through an open mindset, positive attitude, and camaraderie.

Requirements

Required:

• Minimum of 2 years of experience with ticketing systems (e.g., ServiceNow, Jira, Cherwell, Footprints).
• Experience with remote monitoring and network monitoring tools (e.g., LogicMonitor, ConnectWise Command, N-Able).
• A strong customer service attitude and excellent interpersonal skills.
• Excellent written and verbal communication skills in English.
• Proven ability to manage multiple tasks efficiently.
• Strong teamwork skills, with the ability to collaborate effectively in fast-paced environments.
• Flexibility, self-motivation, and strong organizational skills.

Preferred:

• Basic knowledge of network protocols and configurations.
• Advanced understanding of operating systems, business applications, printing, and networking.
• Strong troubleshooting and problem-diagnosis skills.
• Ability to adapt quickly to changing environments.

What We Offer

• Competitive compensation package.
• Comprehensive group benefits for you and your family.
• Flexibility and time off.
• A casual work environment.

Netrix Global is committed to providing the people, processes, and technology needed to run and scale modern, data-driven, always-on, and secure businesses. We value owning outcomes, winning together, making an impact, enjoying the journey, and respecting everyone.

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