Support Analyst
N
Netrix GlobalIT Managed Services
Philippines, Remote, Saturday through Wednesday, 1 pm - 10 pm PHTFull-TimeEntry
Salary₱600,000+ / year
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Job Details
- Languages
- English
- Experience
- Minimum 2 years
- Required Skills
- JiraServiceNowTechnical support
Requirements
- Minimum 2 years of experience working with ticketing systems such as ServiceNow, Jira, Cherwell, or Footprints.
- Experience with remote and network monitoring tools like LogicMonitor, ConnectWise Command, or N-Able.
- Excellent written and verbal communication skills in English.
- Strong customer service attitude and interpersonal skills.
- Proven ability to manage multiple tasks effectively in a fast-paced environment.
- Demonstrated teamwork and collaboration skills.
- Highly organized, self-motivated, and flexible with work schedule.
- Basic knowledge of network protocols and configurations preferred.
- Advanced understanding of operating systems, business applications, and printing preferred.
Responsibilities
- Provide first-level technical support for customers by responding to incoming calls, emails, and system-generated alerts.
- Accurately document incidents and service requests in the ITSM tool, including troubleshooting steps and outcomes.
- Monitor critical infrastructure alerts through remote monitoring systems and escalate issues as needed.
- Maintain accurate documentation within the ITSM system and utilize the Knowledge Base for resolution.
- Ensure tickets are routed correctly and resolved efficiently to meet SLA requirements.
- Participate in continuous improvement initiatives and contribute to team projects.
- Collaborate with internal engineers and technical teams to resolve complex issues.
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