Job Level
Junior
Tech Stack
ITSM
About the role
- Provide timely and accurate tier one technical support for Netrix clients through response to incoming calls, instant messaging, and email queues.
- Document incidents and requests reported from the client, the troubleshooting steps performed with their corresponding results accurately and simultaneously into the ITSM system of record.
- Monitor tickets generated by monitoring systems for critical infrastructure problems; perform troubleshooting to diagnose issues, and escalate issues following the proper escalation process.
- Monitor and enforce system security guidelines for all clients.
- Create user accounts and access rights for clients when applicable.
- Provide exceptional customer service to all clients.
- Proactively support and maintain effective user relationships by educating clients on system operations and applications.
- Utilize the Knowledge Base to research, resolve, and respond to incidents and requests received in a timely manner, in accordance to incident management processes.
- Provide accurate troubleshooting and creative solutions to user problems of basic to moderately complex nature to ensure customer productivity.
- Manage the incident process for all open incidents by following up with assigned support personal and/or the affected user to ensure timely incident resolution and customer satisfaction.
- May include User Account Management projects/tasks as needed.
- May be requested to provide onsite support at customer location as required.
- Acquire and maintain knowledge of ITIL best practices for incident management.
- Participation in the proper onboarding and training of new employees.
- Write or update technical documentation to be included in the knowledge base for all team members supporting the client to benefit from knowledge acquired.
- Participate in team projects that enhance the quality of efficiency of the Service Desk.
- Absorb feedback from management, the Quality Assurance Program and monthly KPI metrics.
- Communicate problem trends and unresolved problems to other Service Desk staff and management, including escalation using the designated escalation process.
- Monitor Netrix corporate email regularly throughout the work shift to maintain current knowledge of internal and customer maintenance and outage scheduling, changes to processes and procedures and other distributed information.
- Regularly participate in Microsoft Teams discussion groups/Teams and contribute to the conversations.
- Collaborate with other Netrix support professionals to resolve client issues.
- Collaborate with client(s) and Netrix personnel for training and process improvement purposes.
- Keep an open mind, positive attitude and contribute to the team comradery to effectively meet goals and expectations.
- Work at least three holidays per year to provide required coverage of customer contact queues.
- Employees must use their personal mobile phone to utilize MFA to access Netrix systems.
Requirements
- Must be physically based within the Philippines
- College degree, technical school, or equivalent experience preferred.
- Excellent oral, organizational and written communication skills
- Minimum 1-3 years experience in a Help Desk/Service Desk or other IT role.
- Experience with using and troubleshooting Outlook/O365 and Office applications within a network environment (permissions, calendar sharing, delegation, administration)
- Basic knowledge of PC's, operating systems, applications, networks and hardware concepts.
- Good analytical and problem solving skills.
- Diagnosis skills of technical issues.
- Ability to multi-task and adapt to changes quickly.
- Self-motivated with the ability to work in a fast-moving environment.