Netrix Global

Analyst

• 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.

Service Desk Analyst

Security Engineer

• Design, implement, and manage AWS cloud security solutions
• Develop and maintain security policies, procedures, and controls to protect the company's assets
• Monitor and respond to security incidents, investigating and mitigating threats and vulnerabilities
• Configure and manage AWS security services such as AWS Identity and Access Management (IAM), AWS Key Management Service (KMS), AWS Security Hub, AWS GuardDuty, and AWS CloudTrail
• Conduct risk assessments and security audits to identify and mitigate potential vulnerabilities
• Collaborate with development and operations teams to integrate security best practices into the software development lifecycle (SDLC)
• Stay updated on cloud security trends and AWS advancements, continuously proposing improvements to our security practices
• Role can be remote/home office, with some travel required

Service Desk Analyst

Cloud Security Engineer