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, service requests, troubleshooting procedures, and results in the ITSM tool.

• Oversee critical infrastructure alerts using remote monitoring systems.

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

• Create vendor tickets on behalf of customers.

• Ensure 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 appropriate resources 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 assist in Knowledge Base documentation.

• Maintain familiarity with ITIL incident-management best practices.

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

• Communicate issue trends, critical incidents, and escalations to both customers and internal teams.

• Collaborate with Netrix engineers and technical teams on complex issues.

• Educate customers regarding system operations and applications.

• Positively contribute to team culture.

⛳️ Requirements

• A minimum of 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 interpersonal skills.

• Exceptional written and verbal communication skills in English.

• Proven capability to manage multiple tasks effectively and efficiently.

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

• Flexible, self-driven, and highly organized.

• Basic understanding of network protocols and configurations.

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

• Excellent troubleshooting and problem-diagnosis skills.

• Ability to swiftly adapt to changing environments.

• Availability to work Saturday through Wednesday, from 1 pm–10 pm PHT / midnight–9 am CDT.

• Willingness to accommodate alternate schedules, holidays, weekends, off-shift hours, and overtime as needed.

• Capability to use a personal mobile device for multi-factor authentication when accessing Netrix systems.

🏝️ Benefits

• Comprehensive group benefits for you and your family.

• Flexibility and time off when you need it.

• Casual work environment.

• Reasonable accommodations for individuals with disabilities.