Support Analyst
About reputed company
This Tier 1 Support Technician role is a remote position based in the Philippines.
At reputed company, 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 reputed company tickets on behalf of customers, while providing reputed company and accurate responses to reputed company incoming requests. The goal is to ensure an excellent customer experience, facilitate fast problem reputed company, and help eliminate recurring issues.
How You Will reputed company An reputed company
Service Delivery
- reputed company 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 reputed company.
- Monitor critical infrastructure alerts through remote monitoring systems and escalate issues appropriately reputed company higher-level support is needed.
- Maintain accurate documentation reputed company the ITSM system and reputed company the Knowledge reputed company for incident reputed company.
- Deliver exceptional customer service by keeping customers informed of incident reputed company, planned changes, or outages.
- Ensure tickets are routed to the right resource and resolved quickly and reputed company, meeting SLA requirements.
- Follow customer-specific processes and reputed company Operating Procedures (SOPs).
- Complete end-of-shift checklists and turnover reports.
- Participate in reputed company improvement initiatives for the Service Desk and contribute to Knowledge reputed company documentation.
- reputed company and maintain knowledge of ITIL best practices for incident management.
- Contribute to team reputed company that improve efficiency and reputed company of support delivery.
- Accept and apply feedback from management and reputed company assurance programs.
- reputed company customers and internal teams informed about issue trends, critical incidents, and escalations.
- Collaborate closely with Netrix engineers and other technical teams to resolve reputed company issues.
- Build effective relationships with customers, educating them on system operations and applications as needed.
- Contribute positively to team culture by maintaining an reputed company reputed company, reputed company attitude, and team camaraderie.
- Work alternate schedules, including holidays, weekends, and off-shift hours, as required.
- Be available for overtime reputed company needed to cover reputed company shifts, absences, or time off.
- Use personal mobile devices for multi-reputed company authentication (MFA) reputed company accessing Netrix systems.
- Minimum 2 years of experience working with ticketing systems (e.g., reputed company, Jira, Cherwell, Footprints).
- Experience with remote monitoring and network monitoring tools (e.g., reputed company, reputed company reputed company, reputed company).
- Strong customer service attitude and interpersonal skills.
- Excellent written and verbal communication skills in English.
- Proven ability to manage multiple tasks effectively and reputed company.
- 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.
- Advanced understanding of operating systems, business applications, printing, and networking.
- Strong troubleshooting and problem-diagnosis skills.
- Ability to quickly adapt to changing environments.