Support Analyst

🔥 13 hours ago

🇵🇭 Philippines – Remote

💵 ₱600k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Netrix Global

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1990

💼 Consulting

📣 Marketing

Consulting • Marketing • IT Service Management

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 via incoming calls, emails, and system-generated alerts • Conduct initial assessments of incidents and service requests • Document incidents and service requests, including troubleshooting steps and outcomes, in the ITSM tool • Monitor critical infrastructure alerts through remote monitoring systems • Escalate issues appropriately when higher-level support is needed • Work with vendors to open tickets on behalf of customers • Maintain accurate ITSM documentation and use the Knowledge Base for incident resolution • Keep customers informed about incident progress, planned changes, and outages • Route tickets to the appropriate resource and resolve them efficiently while meeting SLA requirements • Follow customer-specific processes and Standard Operating Procedures • Complete end-of-shift checklists and turnover reports • Participate in Service Desk continuous improvement initiatives and Knowledge Base documentation • Maintain knowledge of ITIL best practices for incident management • Contribute to projects improving support efficiency and quality • Keep customers and internal teams informed about issue trends, critical incidents, and escalations • Collaborate with Netrix engineers and technical teams to resolve complex issues • Educate customers on system operations and applications as needed

🎯 Requirements

• Minimum 2 years of experience working with ticketing systems such as ServiceNow, Jira, Cherwell, or Footprints • Experience with remote monitoring and network monitoring tools such as LogicMonitor, ConnectWise Command, or 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 and 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 • Ability to quickly adapt to changing environments preferred • Willingness to work alternate schedules, including holidays, weekends, and off-shift hours • Availability for overtime when needed • Ability to use a personal mobile device for multi-factor authentication (MFA) • Must work the specified overnight schedule in Philippine Time • Must be fluent in English

🏖️ Benefits

• Comprehensive group benefits for you and your family • Flexibility and time off when you need it • Casual work environment • Overtime availability when needed • Reasonable accommodations for individuals with disabilities