Tier 1 Support Technician
New
N
Netrix GlobalManaged Services
Remote position based in Argentina, Monday - Friday 8 am - 5 pm CSTFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- Minimum 2 years
- Required Skills
- JiraCustomer serviceServiceNow
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 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).
Responsibilities
- Provide first-level technical support for customers via calls, emails, and alerts.
- Document incidents and service requests in the ITSM tool including troubleshooting steps.
- Monitor critical infrastructure alerts using remote monitoring systems.
- Maintain Knowledge Base documentation and adhere to ITIL incident management practices.
- Communicate incident progress and outages to customers and internal teams.
- Route tickets to appropriate resources to meet SLA requirements.
- Collaborate with internal engineers to resolve complex issues.
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