Support Analyst I

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 log incidents and service requests in the ITSM tool, detailing troubleshooting steps taken and their results.

• Monitor critical infrastructure alerts via remote monitoring systems and escalate issues as necessary to higher-level support.

• Maintain thorough documentation within the ITSM system and utilize the Knowledge Base for resolving incidents.

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

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

• Follow client-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 enhance Knowledge Base documentation.

• Acquire and uphold knowledge of ITIL best practices related to incident management.

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

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

• Keep customers and internal teams updated on issue trends, critical incidents, and escalations.

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

• Develop effective relationships with customers, providing education on system operations and applications as necessary.

• Positively contribute to team culture by fostering an open mindset, maintaining a positive attitude, and encouraging team camaraderie.

• Work alternate schedules, including holidays, weekends, and off-shift hours as required.

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

⛳️ 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 abilities.

• Excellent written and verbal communication skills in English.

• Demonstrated ability to manage multiple tasks efficiently and effectively.

• Strong teamwork skills with a proven capacity to collaborate in fast-paced environments.

• Flexible, self-driven, and exceptionally organized.

• Basic understanding of network protocols and configurations (preferred).

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

• Strong troubleshooting and problem-diagnosis capabilities (preferred).

🏝️ Benefits

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

• AWS and Azure certification opportunities.

• Happy club: Discounts on Pedidos Ya Internet and connectivity.

• Competitive salary and comprehensive benefits.

• Flexibility to work remotely.

• A fantastic learning environment for personal and professional growth.