Support Analyst

About The Opportunity

Netrix Global is seeking a remote Tier 1 Support Technician based in the Philippines. This role involves managing customer inquiries via phone and email, performing initial incident and service request assessments, documenting these in an ITSM tool, and escalating issues according to established procedures. You will also collaborate with vendors to open tickets on behalf of clients and provide prompt, accurate responses to all requests, aiming to enhance customer satisfaction, expedite problem resolution, and prevent recurring issues.

How You Will Make An Impact

Service Delivery

• Deliver first-level technical assistance to Netrix customers through phone calls, emails, and automated alerts.
• Meticulously record incidents and service requests in the ITSM system, detailing troubleshooting steps and outcomes.
• Monitor critical infrastructure alerts using remote monitoring systems and escalate as necessary to higher support tiers.
• Maintain up-to-date documentation within the ITSM system and utilize the Knowledge Base for efficient incident resolution.
• Provide outstanding customer service by keeping clients informed about the status of their incidents, planned changes, or outages.
• Ensure tickets are directed to the appropriate personnel for swift and effective resolution, adhering to Service Level Agreements (SLAs).
• Adhere strictly to customer-specific protocols and Standard Operating Procedures (SOPs).
• Complete end-of-shift checklists and prepare turnover reports.

Process Improvement

• Engage in ongoing initiatives to enhance Service Desk operations and contribute to the development of Knowledge Base articles.
• Develop and maintain proficiency in ITIL best practices for incident management.
• Participate in team projects aimed at boosting support delivery efficiency and quality.
• Actively incorporate feedback from management and quality assurance programs.

Communication

• Keep customers and internal stakeholders updated on issue trends, critical incidents, and escalations.
• Collaborate effectively with Netrix engineers and other technical teams to resolve complex technical problems.
• Foster strong customer relationships by educating them on system operations and applications as needed.
• Contribute to a positive team environment through an open mindset, positive demeanor, and camaraderie.

Miscellaneous

• Be prepared to work alternative schedules, including holidays, weekends, and non-standard hours, as required.
• Availability for overtime is necessary to cover open shifts, absences, or planned time off.
• Utilize personal mobile devices for multi-factor authentication (MFA) when accessing Netrix systems.

What You Will Bring To The Table

Required

• A minimum of two years of experience utilizing ticketing systems such as ServiceNow, Jira, Cherwell, or Footprints.
• Demonstrated experience with remote monitoring and network monitoring tools like LogicMonitor, ConnectWise Command, or N-Able.
• A strong customer service orientation coupled with excellent interpersonal abilities.
• Proficiency in both written and verbal English communication.
• A proven capacity to manage multiple tasks efficiently and effectively.
• Strong collaborative skills, with a track record of working effectively in fast-paced team settings.
• Flexibility, self-motivation, and exceptional organizational skills.

Preferred

• Foundational knowledge of network protocols and configurations.
• A comprehensive understanding of operating systems, business applications, printing, and networking concepts.
• Advanced troubleshooting and problem-diagnosis capabilities.
• The ability to adapt quickly to evolving work environments.

Location and Schedule

This is a remote position based in the Philippines. The work schedule is Sunday through Thursday, from 5 am to 2 pm Philippines time.

About Us

At Netrix Global, our guiding principles are embedded in our values: owning outcomes, winning together, making an impact, enjoying the journey, and respecting everyone. These values fuel our vision and commitment to a shared purpose. Our mission is to equip businesses with the necessary people, processes, and technology to operate and expand modern, data-driven, always-on, and secure operations. We offer integrated, optimized, and forward-thinking solutions that tackle complex business challenges across various sectors including healthcare, manufacturing, government, education, financial services, and legal. Netrix is recognized on the CRN VAR500 list for top system integrators. We are dedicated to solving business problems through innovative technology, prioritizing the end-user experience and customer satisfaction.

What You Can Expect From Us

We provide a competitive salary and benefits package, including comprehensive group benefits for employees and their families. We also support flexibility and time off when needed, within a casual work environment. Netrix Global is an equal opportunity employer, committed to fairness and equity in hiring, promotion, and compensation based on merit, skills, and qualifications. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability, veteran status, or any other protected characteristic. Reasonable accommodations are available for individuals with disabilities; please contact [email protected] for assistance. For more information, visit www.netrixglobal.com.