Tier 1 Support Technician
N
Netrix GlobalManaged IT Services
Philippines, Remote, Sunday through Thursday 5 am - 2 pm Philippines timeFull-TimeEntry
Salary$525k / year
Apply NowOpens the employer's application page
Job Details
- Languages
- English
- Experience
- Minimum 2 years
- Required Skills
- JiraCustomer serviceTroubleshootingServiceNow
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.
- Strong teamwork skills and ability to collaborate in fast-paced environments.
- Flexible, self-motivated, and highly organized.
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.
- Monitor critical infrastructure alerts through remote monitoring systems and escalate issues.
- Maintain accurate documentation within the ITSM system and leverage the Knowledge Base.
- Deliver exceptional customer service by keeping customers informed.
- Ensure tickets are routed to the right resource and resolved quickly.
- Follow customer-specific processes and Standard Operating Procedures.
- Complete end-of-shift checklists and turnover reports.
View Full Description & ApplyYou'll be redirected to the employer's site
