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).
Complete end-of-shift checklists and turnover reports.
Participate in continuous improvement initiatives for the Service Desk and contribute to Knowledge Base documentation.
Collaborate closely with Netrix engineers and other technical teams to resolve complex issues.
Build effective relationships with customers, educating them on system operations and applications as needed.

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.

Support Analyst

Key skills