Support Analyst (Tier 1) – Remote

About the role

Netrix Global is looking for a Tier 1 Support Analyst to join its Managed Services team. This remote position, based in the Philippines, focuses on handling customer calls and emails, creating and documenting tickets, and ensuring swift issue resolution.

Key responsibilities

• Provide first‑level technical support for Netrix customers via phone, email, and system alerts.
• Log incidents and service requests in the ITSM tool, documenting troubleshooting steps and outcomes.
• Monitor critical infrastructure alerts and escalate to higher‑level support when needed.
• Collaborate with vendors to open tickets on behalf of customers.
• Maintain accurate knowledge‑base documentation and follow customer‑specific SOPs.
• Complete end‑of‑shift checklists, turnover reports, and work alternate schedules as required.

Required profile

• Strong communication skills and a customer‑focused mindset.
• Ability to work independently and as part of a remote team.
• Willingness to work flexible hours, including holidays and weekends.
• Commitment to continuous improvement and quality feedback.

Required skills

• Experience with an ITSM ticketing tool.
• Familiarity with remote monitoring systems.
• Understanding of ITIL incident management best practices.
• Use of multi‑factor authentication (MFA) for secure system access.

What we offer

• Competitive annual salary of ₱600,000+.
• Full‑time remote work with a supportive team environment.
• Opportunities for skill development and career growth in managed services.