Support Analyst I

🕒 April 22

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Netrix Global

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1990

🔒 Cybersecurity

🤖 Artificial Intelligence

IT Service Management • Cybersecurity • Artificial Intelligence

Netrix Global is an IT consultant and managed service provider dedicated to solving business challenges through technology. With a team of over 600 technical engineers, solution architects, and IT professionals, Netrix Global specializes in IT strategy, application development, cloud infrastructure, data and AI, modern work solutions, and comprehensive cybersecurity services. The company acts as an extension of their clients' teams, offering services that include IT strategy design, implementation, and ongoing management. Known for their enterprise-level consultancy capabilities combined with the agility of a local provider, Netrix Global delivers tailored IT solutions to modernize and secure business operations, enhancing productivity and innovation across various industries.

📋 Description

• Provide 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 outcomes. • Monitor critical infrastructure alerts through remote monitoring systems and escalate issues appropriately when higher-level support is needed. • Maintain accurate documentation within the ITSM system and leverage the Knowledge Base for incident resolution. • Deliver exceptional customer service by keeping customers informed of incident progress, planned changes, or outages. • Ensure tickets are routed to the right resource and resolved quickly and efficiently, meeting SLA requirements. • Follow customer-specific processes and Standard Operating Procedures (SOPs). • Complete end-of-shift checklists and turnover reports. • Participate in continuous improvement initiatives for the Service Desk and contribute to Knowledge Base documentation. • Acquire and maintain knowledge of ITIL best practices for incident management. • Contribute to team projects that improve efficiency and quality of support delivery. • Accept and apply feedback from management and quality assurance programs. • Keep customers and internal teams informed about issue trends, critical incidents, and escalations. • Collaborate closely with Netrix engineers and other technical teams to resolve complex issues. • Build effective relationships with customers, educating them on system operations and applications as needed. • Contribute positively to team culture by maintaining an open mindset, positive attitude, and team camaraderie. • Work alternate schedules, including holidays, weekends, and off-shift hours, as required. • Be available for overtime when needed to cover open shifts, absences, or time off.

🎯 Requirements

• Minimum 2 years of experience working with ticketing systems (e.g., ServiceNow, Jira, Cherwell, Footprints). • Experience with remote monitoring and network monitoring tools (e.g., LogicMonitor, ConnectWise Command, N-Able). • Strong customer service attitude and interpersonal skills. • Excellent written and verbal communication skills in English. • Proven ability to manage multiple tasks effectively and efficiently. • 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 (preferred). • Advanced understanding of operating systems, business applications, printing, and networking (preferred). • Strong troubleshooting and problem-diagnosis skills (preferred).

🏖️ Benefits

• Swiss Medical: SMG-30 (family members included). • AWS and Azure certifications. • Happy club: Pedidos Ya Internet and connectivity. • Competitive salary and benefits. • Ability to work remotely. • An awesome learning environment for you to develop.