Support Analyst

The Tier 1 Support Technician role is a remote position based in the Philippines, responsible for customer support, incident management, and process improvement to ensure excellent customer experience and fast problem resolution.

Location: Philippines, Remote

Responsibilities

• 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.

Requirements

• 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.

Benefits

• 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.

Additional Information

• 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.