Support Analyst I - Tier 1 Support Technician
New
Argentina, Remote., CSTFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- Minimum 2 years
- Required Skills
- JiraServiceNow
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).
- Ability to quickly adapt to changing environments (Preferred).
Responsibilities
- 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).
- 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.
- Keep customers and internal teams informed about issue trends, critical incidents, and escalations.
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