Support Analyst

About the Role

This opportunity is for a Tier 1 Support Technician working remotely from the Philippines. The primary duties involve engaging with clients through calls and emails to assess incidents and service requests, documenting those interactions accurately in the ITSM system, and escalating matters according to customer instructions. Handling vendor communications and ensuring timely, precise responses are also key, all toward delivering exceptional customer experiences, speedy resolutions, and minimizing repeated issues.

Key Responsibilities

• Deliver frontline technical support by responding promptly to customer calls, emails, and automated system alerts.
• Maintain detailed records of incidents and service requests within the ITSM platform, noting troubleshooting actions and results.
• Monitor alerts related to critical infrastructure via remote tools, escalating complex problems as required.
• Utilize internal documentation and knowledge bases to facilitate efficient incident resolution.
• Keep customers updated about progress on incidents, scheduled updates, or outages.
• Ensure tickets are appropriately assigned and resolved swiftly to meet SLA targets.
• Adhere strictly to customer-specific procedures and Standard Operating Procedures (SOPs).
• Complete end-of-shift reports and checklists for seamless handovers.

Continual Improvement & Collaboration

• Engage actively in service desk improvement efforts and contribute to updating knowledge base materials.
• Gain and apply ITIL best practice knowledge focused on incident management.
• Support team initiatives aimed at enhancing support efficiency and quality.
• Accept constructive feedback and participate in quality assurance processes.
• Maintain communication with customers and internal teams about trends, critical incidents, and escalation status.
• Work closely with Netrix engineering and technical teams to troubleshoot challenging issues.
• Develop strong customer relationships, including educating users on system functionalities and applications.
• Foster a positive team environment through openness, positivity, and camaraderie.

Additional Duties

• Be flexible to work alternate shifts including weekends, holidays, and off-hours as required.
• Provide overtime coverage when necessary to handle staffing shortages or absences.
• Use personal mobile devices to complete multi-factor authentication for system access.

Required Qualifications

• At least two years' experience in support roles using ticketing tools such as ServiceNow, Jira, Cherwell, or Footprints.
• Familiarity with remote monitoring and network monitoring applications like LogicMonitor, ConnectWise Command, or N-Able.
• Strong interpersonal skills and a commitment to excellent customer service.
• Proficient written and oral communication abilities in English.
• Capability to manage multiple responsibilities efficiently.
• Demonstrated teamwork and collaboration skills in dynamic, fast-paced settings.
• Highly motivated, organized, and adaptable individual.

Preferred Skills

• Basic understanding of network protocols and configuration.
• Advanced knowledge of operating systems, business software, printing, and networking concepts.
• Strong analytical ability to diagnose and troubleshoot problems effectively.
• Adaptability to rapidly changing environments and tasks.

Work Schedule and Location

This role is fully remote for candidates residing in the Philippines. The standard work schedule is Sunday through Thursday, 5 AM to 2 PM Philippine time.

Our Company

Netrix Global is committed to delivering innovative technology solutions tailored to modern, secure, data-driven businesses. The company serves diverse sectors including healthcare, manufacturing, government, education, financial services, and legal. Known for teamwork, impact, and respect, Netrix emphasizes customer satisfaction and continuous improvement.

Benefits and Equal Opportunity

Employees enjoy competitive compensation, extensive group benefits for themselves and their families, flexible leave options, and a relaxed workplace culture. Netrix Global offers equal employment opportunities regardless of race, religion, gender, sexual orientation, disability status, or other protected characteristics, ensuring fairness and accommodations for those with special needs upon request.