Tier 1 Support Technician (Remote)

About Netrix Global

At Netrix Global, our values guide us: We own the outcomes, win together, make an impact, enjoy the journey, and respect everyone. Our mission is to provide the people, processes, and technology needed to run and scale modern, data-driven, always-on, and secure businesses. We specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal sectors. We are consistently ranked on the CRN VAR500 list of top system integrators.

About The Opportunity

This is a remote Tier 1 Support Technician role based in the Philippines. You will be the first point of contact for customer inquiries, responsible for intaking calls and emails, assessing incidents and service requests, documenting tickets, and escalating issues as needed. The goal is to ensure excellent customer experience, facilitate rapid problem resolution, and help eliminate recurring issues.

How You Will Make An Impact

Service Delivery

• Provide first-level technical support via calls, emails, and alerts.
• Accurately document incidents and service requests in the ITSM tool, including troubleshooting steps.
• Monitor critical infrastructure alerts and escalate issues appropriately.
• Maintain accurate ITSM documentation and leverage the Knowledge Base.
• Deliver exceptional customer service by keeping customers informed of incident progress.
• Ensure tickets are routed correctly and resolved quickly, meeting SLA requirements.
• Follow customer-specific processes and Standard Operating Procedures (SOPs).
• Complete end-of-shift checklists and turnover reports.

Process Improvement

• Participate in continuous improvement initiatives for the Service Desk.
• Contribute to Knowledge Base documentation.
• Acquire and maintain knowledge of ITIL best practices for incident management.
• Contribute to team projects that improve efficiency and quality of support delivery.
• Accept and apply feedback from management and quality assurance programs.

Communication

• Keep customers and internal teams informed about issue trends, critical incidents, and escalations.
• Collaborate closely with Netrix engineers and technical teams to resolve complex issues.
• Build effective relationships with customers, educating them on system operations.
• Contribute positively to team culture with an open mindset, positive attitude, and team camaraderie.

Miscellaneous

• Work alternate schedules, including holidays, weekends, and off-shift hours, as required.
• Be available for overtime when needed.
• Use personal mobile devices for multi-factor authentication (MFA) when accessing Netrix systems.

What You Will Bring To The Table

Required:

• Minimum 2 years of experience with ticketing systems (e.g., ServiceNow, Jira, Cherwell, Footprints).
• Experience with remote monitoring and network monitoring tools (e.g., LogicMonitor, ConnectWise Command, N-Able).
• Strong customer service attitude and interpersonal skills.
• Excellent written and verbal communication skills in English.
• Proven ability to manage multiple tasks effectively and efficiently.
• Strong teamwork skills, with the ability to collaborate in fast-paced environments.
• Flexible, self-motivated, and highly organized.

Preferred:

• Basic knowledge of network protocols and configurations.
• Advanced understanding of operating systems, business applications, printing, and networking.
• Strong troubleshooting and problem-diagnosis skills.
• Ability to quickly adapt to changing environments.

Location & Schedule

• Location: Philippines, Remote
• Schedule/Shift: Sunday through Thursday, 5 am - 2 pm Philippines time

What You Can Expect From Us

We offer a competitive compensation package, comprehensive group benefits for you and your family, flexibility and time off when you need it, and a casual work environment.

Netrix Global is an equal opportunity employer committed to fairness and equity. We provide reasonable accommodations for individuals with disabilities.