Support Analyst

About the Role

The goal of this role is to deliver exceptional customer service, facilitate fast problem resolution, and help eliminate recurring issues. You will be part of a team that values continuous improvement and is committed to providing the best possible experience for customers. Your work will have a direct impact on customer satisfaction and the overall success of the company.

In this role, you will have the opportunity to work with a variety of tools and technologies, including Excel, ITSM systems, and remote monitoring systems. You will also be expected to maintain accurate documentation and leverage the Knowledge Base for incident resolution.

What You Will Do

• 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

What We Are Looking For

• 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
• Basic knowledge of network protocols and configurations
• Advanced understanding of operating systems, business applications, printing, and networking

Nice to Have

• Experience with ITIL best practices for incident management
• Strong troubleshooting and problem-diagnosis skills
• Ability to quickly adapt to changing environments
• Certification in ITIL or a related field

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a variety of tools and technologies
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Flexible work arrangements, including remote work options
• Access to a comprehensive Knowledge Base and training resources
• Recognition and reward for outstanding performance
• A culture that values continuous improvement and customer satisfaction

• Make sure to highlight your experience with ticketing systems and remote monitoring tools in your application
• Showcase your excellent communication skills by providing specific examples of times when you delivered exceptional customer service
• Be prepared to discuss your knowledge of ITIL best practices and how you have applied them in previous roles
• Emphasize your ability to work independently and as part of a team, and your flexibility in adapting to changing environments
• Consider creating a portfolio that demonstrates your technical skills and experience, such as certifications or projects you have worked on
• Be prepared to ask questions during the interview, such as what a typical day looks like in the role or what opportunities there are for professional development
• Research the company culture and values to ensure you are a good fit for the role and the organization