Support Analyst

Job Description

About The Opportunity This Tier 1 Support Technician role is a remote position based in the Philippines. At Netrix Global, the Tier 1 Support Technician will be responsible for intaking customer calls and emails, conducting initial assessments of incidents and service requests, opening and documenting tickets in our ITSM tool, and escalating cases per customer procedures. The role also involves working with vendors to open tickets on behalf of customers, while providing timely and accurate responses to all incoming requests. The goal is to ensure an excellent customer experience, facilitate fast problem resolution, and help eliminate recurring issues. How You Will Make An Impact Service Delivery Provide first-level technical support for Netrix customers by responding to incoming calls, emails, and system-generated alerts. Accurately document incidents and service requests in the ITSM tool, including troubleshooting steps performed and their outcomes. Monitor critical infrastructure alerts through remote monitoring systems and escalate issues appropriately when higher-level support is needed. Maintain accurate documentation within the ITSM system and leverage the Knowledge Base for incident resolution. Deliver exceptional customer service by keeping customers informed of incident progress, planned changes, or outages. Ensure tickets are routed to the right resource and resolved quickly and 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 continuous improvement initiatives for the Service Desk and 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 other technical teams to resolve complex issues. Build effective relationships with customers, educating them on system operations and applications as needed. Contribute positively to team culture by maintaining 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 to cover open shifts, absences, or time off. Use personal mobile devices for multi-factor authentication (MFA) when accessing Netrix systems. Required What You Will Bring to the Table Minimum 2 years of experience working 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 demonstrated 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: Philippines, Remote Schedule /Shift: Saturday through Wednesday, 1 pm - 10 pm PHT (Saturday through Wednesday, Midnight - 9 am CDT) 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.