Senior 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 its clients in Manila. The role involves handling incoming calls, chats, emails and ticket escalations, diagnosing issues, and ensuring swift resolution while maintaining high customer satisfaction.

Key responsibilities

• Provide tier‑one and tier‑two support via phone, chat, email and ticket queues.
• Investigate, diagnose and resolve hardware, software and network incidents.
• Monitor tickets generated by Network Management Systems and escalate critical problems.
• Enforce system security guidelines and manage user accounts and access rights.
• Document troubleshooting steps and outcomes in the ticketing system.
• Maintain multiple assignment queues, follow up on open tickets and ensure timely closure.
• Educate clients on system operations and assist in training new Tier‑1 analysts.

Required profile

• Proven experience in delivering IT support at a senior level.
• Strong ability to manage time, prioritize tickets and monitor several queues simultaneously.
• Excellent communication skills and a customer‑focused attitude.
• Ability to work onsite in Manila and collaborate with internal teams.

Required skills

• Proficiency with ticketing systems.
• User account creation and access rights management.
• Monitoring and troubleshooting using Network Management Systems.
• Implementation of system security policies.
• Effective use of a Knowledge Base for incident resolution.
• Hardware, software and network troubleshooting.