Support Analyst

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

📋 Description

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

• Perform initial evaluations of incidents and service requests.

• Record incidents and service requests, including troubleshooting actions and results, in the ITSM tool.

• Monitor critical infrastructure alerts via remote monitoring systems.

• Appropriately escalate issues when advanced support is required.

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

• Ensure precise ITSM documentation and utilize the Knowledge Base for incident resolution.

• 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 and Knowledge Base documentation.

• Stay informed about ITIL best practices for incident management.

• Contribute to projects aimed at enhancing support efficiency and quality.

• Keep customers and internal teams updated on issue patterns, significant incidents, and escalations.

• Collaborate with Netrix engineers and technical teams to address complex issues.

• Provide education to customers regarding system operations and applications as necessary.

⛳️ Requirements

• At least 2 years of experience with ticketing systems such as ServiceNow, Jira, Cherwell, or Footprints.

• Familiarity with remote monitoring and network monitoring tools like LogicMonitor, ConnectWise Command, or N-Able.

• Strong customer service orientation and interpersonal abilities.

• Outstanding written and verbal communication skills in English.

• Demonstrated capability to manage multiple tasks efficiently and effectively.

• Strong teamwork abilities and capacity to collaborate in fast-paced settings.

• Flexible, self-driven, and well-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.

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

• Availability for overtime as needed.

• Capability to use a personal mobile device for multi-factor authentication (MFA).

• Must adhere to the specified overnight schedule in Philippine Time.

• Must have fluency in English.

🏝️ Benefits

• Comprehensive group benefits for you and your family.

• Flexibility and time off when you need it.

• Casual work environment.

• Overtime availability when necessary.

• Reasonable accommodations for individuals with disabilities.