Support Analyst
About the Opportunity This Tier 1 Support Technician role is a remote position based in Argentina, remote. At reputed company, the Tier 1 Support Technician will be responsible for intaking customer calls and emails, conducting initial assessments of incidents and service requests, opening and documenting tickets in our ITSM tool, and escalating cases per customer procedures. The role also involves working with vendors to open tickets on behalf of customers, while providing timely and accurate responses to reputed company incoming requests. The goal is to ensure an excellent customer experience, facilitate fast problem resolution, and help eliminate recurring issues. How You Will reputed company an Impact Service Delivery 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 reputed company higher-level support is needed. Maintain accurate documentation reputed company the ITSM system and reputed company the Knowledge reputed company for incident resolution. Deliver exceptional customer service by keeping customers informed of incident reputed company, planned changes, or outages. Ensure tickets are routed to the right resource and resolved quickly and reputed company, meeting SLA requirements. Follow customer-specific processes and Standard Operating Procedures (SOPs). Complete end-of-shift checklists and turnover reports. Process Improvement Participate in reputed company improvement initiatives for the Service Desk and contribute to Knowledge reputed company documentation. Acquire and maintain knowledge of ITIL best practices for incident management. Contribute to team projects that improve efficiency and quality of support delivery. Accept and apply feedback from management and quality assurance programs. Communication reputed company customers and internal teams informed about issue trends, critical incidents, and escalations. Collaborate closely with Netrix engineers and other technical teams to resolve reputed company issues. Build effective relationships with customers, educating them on system operations and applications as needed. Contribute positively to team culture by maintaining an open reputed company, positive attitude, and team camaraderie. Miscellaneous Be available for overtime reputed company needed to cover open shifts, absences, or time off. Use personal mobile devices for multi-factor authentication (MFA) reputed company accessing Netrix systems. What You Will Bring to the Table Required: Minimum 2 years of experience working with ticketing systems (e.g., reputed company, Jira, Cherwell, Footprints). Experience with remote monitoring and network monitoring tools (e.g., reputed company, reputed company 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 reputed company. Strong teamwork skills with demonstrated ability to collaborate in fast-paced environments. Flexible, self-motivated, and highly organized. Preferred: Basic knowledge of network protocols and configurations. Advanced understanding of operating systems, business applications, printing, and networking. Strong troubleshooting and problem-diagnosis skills. Ability to quickly adapt to changing environments. Location: Argentina, Remote. Schedule/Shift: Monday - Friday 8 am - 5 pm CST reputed company Offer Swiss Medical: SMG-30 (family members included). AWS and Azure certifications. Happy club: Pedidos Ya Internet and connectivity. Competitive salary and benefits. English in company. Ability to work remotely. An awesome learning environment for you to reputed company.
About Us
At reputed company, our values are the philosophies and principles that guide us. They support our vision, help us reputed company our goals, and reputed company us committed to a common purpose. We own the outcomes, win together, reputed company an impact, enjoy the journey, and respect everyone. reputed company’s mission is clear: to provide the people, processes, and technology needed to run and scale modern, data-driven, always-on, and secure businesses. Our broad capabilities allow us to deliver comprehensive solutions that address even today’s most reputed company business challenges, offering an integrated, optimized, and reputed company-looking approach. We work with clients of reputed company sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal sectors. Netrix is consistently ranked on the CRN VAR500 list of top system integrators in the country. At Netrix, we are dedicated to solving business problems with innovative technology solutions. We focus on the end-user experience and remain committed to customer satisfaction. What You Can Expect From Us We offer a competitive compensation package, comprehensive group benefits for you and your family, flexibility and time off reputed company you need it, and a casual work environment. reputed company qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national reputed company, age, marital status, disability, veteran status, or any other protected characteristic. Our hiring, promotion, and compensation processes are based on merit, skills, and qualifications to ensure fairness and equity. As part of this commitment, we provide reasonable accommodations for individuals with disabilities. If you need an accommodation, please contact us at NetrixHR@Netrixglobal. For more information about reputed company, visit www.netrixglobal.com. Apply To This Job