Support Analyst

About The Opportunity

Netrix Global is seeking a Support Analyst. The Support Analyst is responsible for intaking Netrix Global customer phone calls, emailed incidents, and service requests. Performing initial assessments of alerts and escalating per customer procedures will be required. The Support Analyst I will be responsible for opening support tickets for our customers within our ITSM tool. In some cases, you will work with vendors to open tickets on the customer’s behalf. In addition, you will be providing timely and accurate responses to all incoming requests, escalating to higher tier Engineering teams as needed, and providing information that can be used to resolve or eliminate recurring problems.

Basic Functions

How You Will Make an Impact

• Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
• Triage customer tickets through the ITSM tool and escalate all that require engineer-level support.
• System documentation maintenance and review in the ITSM tool.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
  
  

Duties And Responsibilities

• Maintain a high degree of customer service for all support incidents and adhere to all service management principles.
• Provide great customer service, perception, and satisfaction.
• Intake customer phone calls, take down contact information, and brief description of issue for ticket generation.
• Work to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
• Fast turnaround of customer requests while meeting or exceeding SLA metrics.
• Ability to work in a team and communicate effectively.
• Responsible for entering time against work performed in the ITSM tool.
• Enter all work as service tickets in the ITSM tool.
• Document all incidents into our ticketing system.
• Complete processes and procedures for customers by following Standard Operating Procedures located in our Knowledge Base
• Understand processes in ITSM Tool by completing assigned training materials.
• Resolve issues through client interaction occasionally and/or using remote support tools.
• Triage issues to determine appropriate escalation.
• Job requires alternate work schedules which will include some holiday, weekend, and off-shift work.
• All Tier 1 Support Technicians are responsible for working overtime as needed to assist in providing coverage for open shifts on weekends and because of call-offs and PTO.
• Completion of the shift checklist & shift turnover reports.
• Other duties as assigned.
  
  

What You Will Bring To The Table

Need to have:

• Minimum 2 years of experience of ticketing systems i.e., Footprints, Jira, Cherwell, ServiceNow etc.
• Experience with RMM and Network monitoring tools i.e., LogicMonitor, ConnectWise Command, N-Able, etc.
• Strong customer service attitude and interpersonal skills.
• Excellent written and verbal communication skills.
• Proven ability to execute multiple tasks efficiently and effectively required.
• Proven ability to work effectively in a team environment required.
• Demonstrated flexibility, organization and self-motivation required.
  
  

Nice to have:

• Basic knowledge of network protocols, configurations, and maintenance
• Advanced understanding of operating systems, business applications, printing systems, and network systems.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Self-motivated with the ability to work in a fast-moving environment
  
  

Location: Philippines, Remote.

Schedule/Shift: Monday - Friday 9 pm - 6 am PHST (8 am - 5 pm CST) or Wednesday - Sunday 9 pm - 6 am PHST (8 am - 5 pm CST)

About Us

At Netrix Global, our values are the philosophies and principles that guide us. They support our vision, help us achieve our goals, and keep us committed to a common purpose.

We own the outcomes, win together, make an impact, enjoy the journey, and respect everyone.

Netrix Global’s mission is clear: to provide the people, processes, and technology needed to run and scale modern, data-driven, always-on, and secure businesses. Our broad capabilities allow us to deliver comprehensive solutions that address even today’s most complex business challenges, offering an integrated, optimized, and forward-looking approach.

We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal sectors. Netrix is consistently ranked on the CRN VAR500 list of top system integrators in the country.

At Netrix, we are dedicated to solving business problems with innovative technology solutions. We focus on the end-user experience and remain committed to customer satisfaction.

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.

All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability, veteran status, or any other protected characteristic. Our hiring, promotion, and compensation processes are based on merit, skills, and qualifications to ensure fairness and equity. As part of this commitment, we provide reasonable accommodations for individuals with disabilities. If you need an accommodation, please contact us at NetrixHR@Netrixglobal.

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