Support Analyst I

📋 What you will do

• Receive customer calls and emails
• Perform initial assessment of incidents and service requests
• Create and document tickets in the ITSM system
• Escalate cases according to customer procedures
• Open vendor tickets on behalf of customers
• Monitor critical alerts and escalate them to higher-level support
• Keep customers informed about incident progress, changes, and outages
• Prepare end-of-shift reports and turnover checklists
• Contribute to Service Desk process improvement and Knowledge Base content
• Work with engineers and technical teams to resolve complex issues

🛠 Stack and skills

✅ What we expect

• Minimum 2 years of experience with ticketing systems
• Experience with remote monitoring and network monitoring tools
• Strong customer service skills
• Attention to detail and accurate documentation
• Willingness to work alternate schedules, including weekends and holidays
• Willingness to work overtime when needed

🎁 What we offer

• Remote role based in the Philippines
• Alternate schedules, including weekends, holidays, and off-shift hours
• Overtime may be required to cover open shifts and absences
• Use of a personal mobile device for MFA when accessing Netrix systems