Sr IT Support Engineer

About the role

Netrix Global is seeking a Senior IT Support Engineer to deliver tier‑one and tier‑two technical assistance to clients in Manila. You will handle inbound calls, chats, emails and ticket escalations, ensuring swift resolution and high customer satisfaction.

Key responsibilities

• Provide tier‑one and tier‑two support via phone, chat, email and ticketing system.
• Research, diagnose and resolve complex incidents, documenting all steps in the ticketing platform.
• Collaborate with internal teams to expedite issue resolution and maintain service quality.
• Monitor network management system alerts, troubleshoot critical problems and escalate when necessary.
• Enforce system security guidelines and manage user account creation and access rights.
• Maintain and prioritize multiple assignment queues, ensuring timely follow‑up on open tickets.
• Educate clients on system operations, promote best practices and support knowledge‑base utilization.
• Assist in training new Tier‑1 analysts and share up‑to‑date technical knowledge.

Required profile

• Proven experience delivering tier‑one/tier‑two IT support in a fast‑paced environment.
• Strong analytical and problem‑solving abilities.
• Excellent communication skills and a customer‑focused attitude.
• Ability to manage time effectively and handle multiple tickets simultaneously.

Required skills

• Ticketing system operation
• User account administration
• Network monitoring and troubleshooting
• System security compliance

What we offer

• On‑site work in a modern Manila office.
• Opportunities for professional growth and skill development.
• Collaborative team environment focused on client satisfaction.