Support Analyst
Core
Tier 1 Support Technician handling customer calls, emails, and system alerts to ensure fast incident resolution and excellent customer experience.
Role type
Tier 1 Support Technician
Builds
IT service delivery and incident resolution for Netrix customers
Domain
IT Service Management / Technical Support
Deliverable
client delivery
Required skills
ticketing systems (ServiceNow, Jira, Cherwell, Footprints), remote monitoring tools (LogicMonitor, ConnectWise Command, N-Able), incident documentation, SLA management, customer communication, multi-tasking
Preferred skills
network protocols knowledge, operating systems familiarity, business applications knowledge, troubleshooting skills, adaptability
Technologies
ServiceNow, Jira, Cherwell, Footprints, LogicMonitor, ConnectWise Command, N-Able
Responsibilities
Respond to incoming calls, emails, and system-generated alerts; document incidents and service requests in ITSM tool; monitor critical infrastructure alerts and escalate issues; maintain accurate documentation and leverage Knowledge Base; route tickets to appropriate resources; complete end-of-shift checklists and turnover reports; participate in continuous improvement initiatives and Knowledge Base documentation.
Seniority
Mid-level, hands-on IC
