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Netrix Global
Netrix Global
501 – 1000 Zaposleni
SvetovanjeTrženjeUpravljanje IT-storitev
Netrix Global je ponudnik IT-svetovanja in upravljanih storitev, ki organizacijam pomaga posodobiti, upravljati in zaščititi njihova tehnološka okolja. Njegova ekipa več kot 600 inženirjev, arhitektov rešitev in IT-strokovnjakov deluje na področjih IT-strategije, razvoja aplikacij, oblačne infrastrukture, podatkov in umetne inteligence, sodobnih delovnih okolij ter kibernetske varnosti. Netrix Global podpira stranke v celotnem življenjskem ciklu tehnoloških pobud, od načrtovanja in uvedbe do stalnega upravljanja, pri čemer združuje strokovno znanje s področja poslovnega svetovanja s praktičnim modelom storitev, prilagojenim potrebam vsake organizacije.
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Delovna mesta v podjetju

Remote Service Desk Analyst I in the Philippines

Deliver first-line technical support for Netrix Global’s secure business technology services. Troubleshoot client systems, manage incidents, and resolve issues on a 24/7 service desk.

PHFilipiniNa daljavoPolni delovni časJuniorDiploma ni potrebnaZahtevani Jezik: angleščinaAnalitik
CitrixiOSmacOS

Opis

  • Handle incoming calls and emails, providing prompt and accurate first-line technical support.
  • Review network management tickets for critical network issues.
  • Investigate and diagnose technical problems, escalating them to the appropriate provider.
  • Apply system security measures and verify user identities according to guidelines.
  • Set up client user accounts and access permissions when needed.
  • Assist clients with system and application use while providing attentive customer service.
  • Consult the knowledge base to investigate and resolve incidents and requests received by phone or email.
  • Troubleshoot basic and moderately complex user issues and develop practical solutions.
  • Coordinate incident follow-up with support staff and affected users.
  • Help with user account management projects and related tasks as needed.
  • Provide on-site assistance at customer locations when required.
  • Stay informed about ITIL incident management practices.
  • Help onboard and train new team members.
  • Prepare technical articles for the Service Desk knowledge base.
  • Contribute to team initiatives that improve Service Desk quality or efficiency.
  • Apply input from managers, quality assurance reviews, and monthly KPI results.
  • Share recurring issues and unresolved problems with Service Desk colleagues and managers.
  • Follow client on-call procedures when escalating issues.
  • Track corporate email updates on maintenance, outage schedules, process changes, and other notices.
  • Cover customer contact queues for at least three holidays each year.

Zahteve

  • A college degree, technical school training, or equivalent experience is preferred.
  • Strong spoken, organizational, and written communication skills.
  • One to three years of experience in a help desk, service desk, or other IT position.
  • One to three years of experience troubleshooting and administering Google Workspace.
  • One to three years of experience supporting Apple macOS.
  • Foundational understanding of computers, operating systems, applications, networks, and hardware.
  • Sound analytical and problem-solving abilities.
  • Ability to collaborate effectively toward shared team objectives.
  • CompTIA A+, Network, Microsoft, or other industry-standard certifications are preferred.
  • Experience configuring email accounts is preferred; VPN and Citrix experience is also preferred.
  • Knowledge of Active Directory, Microsoft 365 and servers, and iOS on iPhone, MacBook, and iPad devices.
  • Availability to work eight-hour shifts, five days each week.
  • Willingness to work in a 24/7 service desk, with shifts subject to change over time.
  • Ongoing availability for Saturday or Sunday coverage.
  • Must have a personal mobile phone compatible with US service for multi-factor authentication to Netrix systems.
  • A biometric background check may be required depending on customer requirements.

Ugodnosti

  • Competitive compensation package.
  • Group benefits designed to support employees and their families.
  • Flexible work arrangements.
  • Time off as needed.
  • Casual work environment.
  • Option to work remotely or from a home office.
  • Some travel is required.
  • Reasonable accommodations are available for people with disabilities.

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PHFilipini
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