Support Analyst

About the role

The Support Analyst provides Tier 1 technical assistance to Netrix Global customers remotely from the Philippines. The role involves handling inbound calls, emails and alerts, documenting incidents, and ensuring timely resolution while maintaining a high level of customer satisfaction.

Key responsibilities

• Receive and triage customer calls, emails and system‑generated alerts.
• Create, update and close tickets in the ITSM tool, recording troubleshooting steps and outcomes.
• Monitor critical infrastructure alerts via remote monitoring systems and escalate when higher‑level support is required.
• Maintain accurate documentation in the ITSM system and leverage the Knowledge Base for incident resolution.
• Communicate incident progress, planned changes or outages to customers, meeting SLA requirements.
• Complete end‑of‑shift checklists, turnover reports and follow customer‑specific SOPs.
• Participate in continuous‑improvement initiatives and contribute to Knowledge Base articles.

Required profile

• Strong customer‑service orientation with clear written and verbal communication.
• Ability to work alternate schedules, including holidays, weekends and overtime as needed.
• Willingness to use personal mobile devices for multi‑factor authentication when accessing Netrix systems.

Required skills

• Proficiency with an ITSM tool for ticket management.
• Experience with remote monitoring systems.
• Knowledge of ITIL best practices for incident management.
• Familiarity with multi‑factor authentication (MFA) procedures.

What we offer

• Full‑time remote position with competitive compensation.
• Opportunities for skill development and career growth within a managed‑services environment.