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Roles
Compensation
Competitive compensation package; comprehensive group benefits for you and your family; flexibility and time off; casual work environment.
Benefits
- Competitive compensation package
- Comprehensive group benefits for you and your family
- Flexibility and time off when you need it
- Casual work environment
- Reasonable accommodations for individuals with disabilities
Tech stack
Required
Nice to have
Location
Metro Manila, Philippines, Remote (Philippines)
Work setup
- Employment
- full-time
- Level
- Mid-level
- Remote policy
- Remote position based in the Philippines; schedule Sunday through Thursday 5 am - 2 pm Philippines time.
- Remote scope
- country-limited
- Timezones
- Sunday through Thursday 5 am - 2 pm Philippines time
Role details
Responsibilities
- Intake customer calls and emails
- Conduct initial assessments of incidents and service requests
- Open and document tickets in the ITSM tool
- Escalate cases per customer procedures
- Work with vendors to open tickets on behalf of customers
- Provide first-level technical support for Netrix customers via calls, emails, and system-generated alerts
- Accurately document troubleshooting steps and outcomes in the ITSM tool
- Monitor critical infrastructure alerts through remote monitoring systems and escalate appropriately
- Leverage the Knowledge Base for incident resolution
- Keep customers informed about incident progress, planned changes, or outages
- Route tickets to the right resource and resolve 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
- Contribute to Knowledge Base 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
- Keep customers and internal teams informed about issue trends, critical incidents, and escalations
- Collaborate with Netrix engineers and other technical teams to resolve complex issues
- Educate customers on system operations and applications as needed
- Maintain open mindset, positive attitude, and team camaraderie
- Work alternate schedules including holidays, weekends, and off-shift hours as required
- Be available for overtime when needed to cover open shifts, absences, or time off
- Use personal mobile devices for multi-factor authentication (MFA) when accessing Netrix systems
Requirements
- Minimum 2 years of experience working with ticketing systems (ServiceNow, Jira, Cherwell, Footprints)
- Experience with remote monitoring and network monitoring tools (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
- 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)
- Ability to quickly adapt to changing environments (preferred)
Application
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- Portfolio
- not required
- GitHub
- not required
- Cover letter
- unclear
- Apply flow
- external
Company context
To provide the people, processes, and technology needed to run and scale modern, data-driven, always-on, and secure businesses.
- Product
- Solutions for healthcare, manufacturing, government, education, financial services, and legal sectors; IT support/service delivery and system integrator capabilities
- Industry
- Healthcare, manufacturing, government, education, financial services, legal (solutions/services)
Contact
NetrixHR@netrixglobal
Description
About The Opportunity This Tier 1 Support Technician role is a remote position based in the Philippines. 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 all incoming requests. The goal is to ensure an excellent customer experience, facilitate fast problem resolution, and help eliminate recurring issues. How You Will Make 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 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. Process Improvement - Participate in continuous improvement initiatives for the Service Desk and contribute to Knowledge Base 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 - Keep customers and internal teams informed about issue trends, critical incidents, and escalations. - 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. - Contribute positively to team culture by maintaining an open mindset, positive attitude, and team camaraderie. Miscellaneous - Work alternate schedules, including holidays, weekends, and off-shift hours, as required. - Be available for overtime when needed to cover open shifts, absences, or time off. - Use personal mobile devices for multi-factor authentication (MFA) when accessing Netrix systems. What You Will Bring To The Table Required: - 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. 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: Philippines, Remote Schedule/Shift: Sunday through Thursday 5 am - 2 pm Philippines time
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