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Roles
Compensation
Competitive compensation package; comprehensive group benefits for you and your family; flexibility and time off when needed.
Tech stack
Location
Metro Manila, Philippines, Remote
Work setup
- Employment
- Full-time Employee
- Level
- Junior
Contact
NetrixHR@Netrixglobal.com
Description
Tier 1 Support Technician (Support Analyst I) remote role based in the Philippines. Responsibilities include intaking customer calls and emails, conducting initial assessments, opening and documenting tickets in an ITSM tool, escalating cases per customer procedures, working with vendors to open tickets on behalf of customers, monitoring remote infrastructure alerts, maintaining documentation/knowledge base usage, meeting SLA requirements, following customer processes/SOPs, and completing end-of-shift checklists and turnover reports. Involves service delivery, incident management, communication of issue trends and escalations, collaboration with engineers, and participating in continuous improvement and knowledge base documentation. Requires alternate schedules and potential overtime. Uses personal mobile devices for multi-factor authentication (MFA) when accessing systems.
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