Support Analyst

Role Overview

This is a remote Tier 1 Support Technician position based in the Philippines. You will be responsible for handling incoming customer calls and emails, assessing incidents and service requests, documenting tickets, and escalating issues as needed.

How You Will Make An Impact

Service Delivery

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

Process Improvement

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

Communication

• Inform customers and internal teams about issue trends, critical incidents, and escalations.
• Collaborate with Netrix engineers and technical teams for complex issue resolution.
• Build effective customer relationships and educate them on system operations.
• Contribute positively to team culture with an open mindset and positive attitude.

Miscellaneous

• Work alternate schedules, including holidays, weekends, and off-shift hours.
• Be available for overtime as 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.
• Strong teamwork skills for 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

Philippines, Remote

Schedule/Shift

Sunday through Thursday 5 am - 2 pm Philippines time

About Us

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 offer comprehensive solutions for healthcare, manufacturing, government, education, financial services, and legal sectors.

What You Can Expect From Us

We offer a competitive compensation package, comprehensive group benefits, flexibility, time off, and a casual work environment. Netrix Global is committed to fair and equitable hiring practices and provides reasonable accommodations for individuals with disabilities.

For more information about Netrix Global, visit www.netrixglobal.com.

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