Support Analyst I

<strong>About The Opportunity<br><br></strong>This <strong>Tier 1 Support Technician</strong> role is a remote position based in the Philippines.<br><br>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.<br><br><strong>How You Will Make An Impact<br><br></strong><strong>Service Delivery<br><br></strong><ul><li>Provide first-level technical support for Netrix customers by responding to incoming calls, emails, and system-generated alerts. </li><li>Accurately document incidents and service requests in the ITSM tool, including troubleshooting steps performed and their outcomes. </li><li>Monitor critical infrastructure alerts through remote monitoring systems and escalate issues appropriately when higher-level support is needed. </li><li>Maintain accurate documentation within the ITSM system and leverage the Knowledge Base for incident resolution. </li><li>Deliver exceptional customer service by keeping customers informed of incident progress, planned changes, or outages. </li><li>Ensure tickets are routed to the right resource and resolved quickly and efficiently, meeting SLA requirements. </li><li>Follow customer-specific processes and Standard Operating Procedures (SOPs). </li><li>Complete end-of-shift checklists and turnover reports. <br><br></li></ul><strong>Process Improvement<br><br></strong><ul><li>Participate in continuous improvement initiatives for the Service Desk and contribute to Knowledge Base documentation. </li><li>Acquire and maintain knowledge of ITIL best practices for incident management. </li><li>Contribute to team projects that improve efficiency and quality of support delivery. </li><li>Accept and apply feedback from management and quality assurance programs. <br><br></li></ul><strong>Communication<br><br></strong><ul><li>Keep customers and internal teams informed about issue trends, critical incidents, and escalations. </li><li>Collaborate closely with Netrix engineers and other technical teams to resolve complex issues. </li><li>Build effective relationships with customers, educating them on system operations and applications as needed. </li><li>Contribute positively to team culture by maintaining an open mindset, positive attitude, and team camaraderie. <br><br></li></ul><strong>Miscellaneous<br><br></strong><ul><li>Work alternate schedules, including holidays, weekends, and off-shift hours, as required. </li><li>Be available for overtime when needed to cover open shifts, absences, or time off. </li><li>Use personal mobile devices