Support Analyst

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Deliver first-level technical support to Netrix customers by addressing incoming calls, emails, and system-generated alerts.

• Precisely document incidents and service requests in the ITSM tool, detailing the troubleshooting steps taken and their outcomes.

• Monitor critical infrastructure alerts via remote monitoring systems and escalate issues appropriately when higher-level assistance is required.

• Maintain accurate records within the ITSM system and utilize the Knowledge Base for effective incident resolution.

• Provide outstanding customer service by keeping customers updated on incident status, planned changes, or outages.

• Ensure tickets are directed to the appropriate resource and resolved promptly and efficiently, adhering to SLA requirements.

• Adhere to customer-specific processes and Standard Operating Procedures (SOPs).

• Complete end-of-shift checklists and turnover reports.

• Engage in continuous improvement initiatives for the Service Desk and assist in developing Knowledge Base documentation.

• Acquire and maintain knowledge of ITIL best practices for incident management.

• Participate in team projects aimed at enhancing efficiency and the quality of support delivery.

• Accept and implement feedback from management and quality assurance programs.

• Keep customers and internal teams informed about issue trends, critical incidents, and escalations.

• Work closely with Netrix engineers and other technical teams to resolve complex issues.

• Cultivate strong relationships with customers, providing education on system operations and applications as necessary.

• Be available for overtime as needed to cover open shifts, absences, or time off.

• Utilize personal mobile devices for multi-factor authentication (MFA) when accessing Netrix systems.

⛳️ Requirements

• At least 2 years of experience with ticketing systems (e.g., ServiceNow, Jira, Cherwell, Footprints).

• Familiarity with remote monitoring and network monitoring tools (e.g., LogicMonitor, ConnectWise Command, N-Able).

• Strong customer service mindset and excellent interpersonal skills.

• Exceptional written and verbal communication skills in English.

• Proven capability to manage multiple tasks effectively and efficiently.

• Strong collaborative skills with a demonstrated ability to work in fast-paced environments.

• Flexible, self-motivated, and highly organized.

• Basic knowledge of network protocols and configurations is preferred.

• Advanced understanding of operating systems, business applications, printing, and networking is preferred.

• Strong troubleshooting and problem-diagnosis skills are preferred.

• Ability to swiftly adapt to changing environments is preferred.

🏝️ Benefits

• Swiss Medical: SMG-30 (includes family members).

• AWS and Azure certifications.

• Happy club: Pedidos Ya Internet and connectivity.

• Competitive salary and benefits.

• English language opportunities within the company.

• Option to work remotely.

• A fantastic learning environment for your development.