Support Analyst

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

📋 Description

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

• Perform initial evaluations of incidents and service requests.

• Create and accurately document tickets in the ITSM tool, detailing troubleshooting steps and results.

• Monitor critical infrastructure alerts via remote monitoring systems.

• Appropriately escalate issues when higher-level support is required.

• Collaborate with vendors to open tickets on behalf of customers.

• Maintain precise ITSM documentation and utilize the Knowledge Base for resolving incidents.

• Keep customers updated on incident status, planned changes, and outages.

• Direct tickets to the correct resource and resolve them efficiently while adhering to SLA requirements.

• Follow customer-specific processes and Standard Operating Procedures.

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

• Engage in Service Desk continuous improvement initiatives.

• Contribute to Knowledge Base documentation and team efficiency projects.

• Stay informed of ITIL best practices for incident management.

• Implement feedback from management and quality assurance programs.

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

• Work in tandem with Netrix engineers and technical teams to resolve complex issues.

• Provide education to customers on system operations and applications as needed.

⛳️ 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 orientation and interpersonal skills.

• Excellent written and verbal communication skills in English.

• Proven capability to manage multiple tasks effectively and efficiently.

• Strong teamwork skills with a demonstrated ability to collaborate in fast-paced environments.

• Flexible, self-motivated, and highly organized.

• Basic understanding of network protocols and configurations.

• Advanced knowledge of operating systems, business applications, printing, and networking.

• Exceptional troubleshooting and problem-diagnosis skills.

• Ability to quickly adjust to changing environments.

• Willingness to work alternate schedules, including holidays, weekends, and off-shift hours.

• Availability for overtime as needed.

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

🏝️ Benefits

• Comprehensive group benefits for you and your family.

• Flexibility and time off when you need it.

• Casual work environment.

• Overtime availability when needed.

• Reasonable accommodations for individuals with disabilities.