Support Analyst I
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Job Description
Tier 1 Support Technician providing remote customer support for Netrix Global. Responsible for incident assessments, ticket management, and ensuring excellent customer experience.
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.
- 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.
- 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.
- 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.
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.
- Basic knowledge of network protocols and configurations (preferred).
- Advanced understanding of operating systems, business applications, printing, and networking (preferred).
- Strong troubleshooting and problem-diagnosis skills (preferred).
Benefits:
- Swiss Medical: SMG-30 (family members included).
- AWS and Azure certifications.
- Happy club: Pedidos Ya Internet and connectivity.
- Competitive salary and benefits.
- Ability to work remotely.
- An awesome learning environment for you to develop.
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