Support Analyst

## About the Role As a Support Analyst at Netrix Global, you will play a critical role in ensuring that customers receive timely and effective technical support. Your day-to-day responsibilities will include managing customer requests, resolving technical issues, and providing exceptional customer service. You will be part of a dynamic team that is passionate about delivering high-quality support and maintaining strong relationships with customers.

The Support Analyst role is a remote position based in Argentina, and you will be responsible for working closely with customers, vendors, and internal teams to resolve complex technical issues. Your strong analytical and problem-solving skills will be essential in identifying and resolving root causes of problems, and you will be expected to maintain accurate and detailed records of all customer interactions.

In this role, you will have the opportunity to work with a wide range of technologies and tools, including ITSM systems, remote monitoring software, and network protocols. You will be part of a fast-paced environment that requires flexibility, adaptability, and a strong willingness to learn and grow.

## What You Will Do - Respond to customer requests via phone, email, and system-generated alerts, providing timely and effective technical support - Conduct initial assessments of incidents and service requests, and escalate cases as necessary - Open and document tickets in the ITSM tool, including troubleshooting steps performed and their outcomes - Monitor critical infrastructure alerts through remote monitoring systems and escalate issues appropriately - 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 - Collaborate closely with Netrix engineers and other technical teams to resolve complex issues - 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 - Complete end-of-shift checklists and turnover reports

## 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 - Strong troubleshooting and problem-diagnosis skills

## Nice to Have - Experience with AWS and Azure certifications - Knowledge of ITIL best practices for incident management - Experience working in a remote or distributed team environment - Familiarity with agile development methodologies

## Benefits and Perks - Competitive salary and benefits package - Opportunity to work remotely from Argentina - Access to cutting-edge technologies and tools - Professional development and growth opportunities - Collaborative and dynamic work environment - Recognition and rewards for outstanding performance - Comprehensive health insurance package, including Swiss Medical: SMG-30 (family members included) - Access to employee wellness programs and resources - Flexible working hours and work-life balance,

- Develop a strong understanding of ITIL best practices and incident management principles to stand out in this role.

• Make sure to highlight your problem-solving skills and ability to work in a fast-paced environment.
• Familiarize yourself with the company's technology stack and tools, including ITSM systems and remote monitoring software.
• Be prepared to provide specific examples of times when you had to troubleshoot complex technical issues and resolve customer complaints.
• Consider obtaining certifications in AWS and Azure to demonstrate your expertise and commitment to the field.
• Prepare to ask informed questions during the interview process, such as what the typical career path is for a Support Analyst at Netrix Global, or what the company's approach is to continuous learning and professional development.
• Research the company culture and values to ensure you are a good fit for the team and the organization.