Support Analyst I

Support Analyst I - Remote

Netrix Global is seeking a dedicated and customer-focused Support Analyst I to join our team. This is a permanent, fully remote position based in the Philippines.

About the Role

As a Tier 1 Support Technician, you will be the first point of contact for our clients, responsible for intaking customer inquiries via phone and email. You will conduct initial assessments of incidents and service requests, meticulously document all interactions in our ITSM tool, and escalate issues according to established customer procedures. Your goal will be to ensure an excellent customer experience, facilitate rapid problem resolution, and contribute to the elimination of recurring issues.

Key Responsibilities

Service Delivery

• Provide first-level technical support to Netrix customers through calls, emails, and system alerts.
• Accurately document incidents and service requests in the ITSM tool, detailing troubleshooting steps and outcomes.
• Monitor critical infrastructure alerts using remote monitoring systems and escalate issues as needed.
• Maintain up-to-date documentation within the ITSM system and utilize the Knowledge Base for efficient incident resolution.
• Deliver exceptional customer service by proactively communicating incident progress, planned changes, or outages.
• Ensure tickets are routed correctly and resolved promptly to meet 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

• Participate in continuous improvement initiatives for the Service Desk.
• Contribute to the development and maintenance of Knowledge Base documentation.
• Acquire and maintain knowledge of ITIL best practices for incident management.
• Contribute to team projects aimed at enhancing support efficiency and quality.
• Accept and apply 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 when necessary.
• Foster a positive team culture through an open mindset, positive attitude, and camaraderie.

Requirements

Required Skills and Experience

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

Preferred Skills

• 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 quickly adapt to changing environments.

What We Offer

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

Netrix Global is committed to providing equal employment opportunities. We value diversity and inclusion and are committed to creating a fair and equitable workplace for all. We offer reasonable accommodations for individuals with disabilities.

For more information about Netrix Global, visit www.netrixglobal.com.