Tier 1 Support Analyst – Remote (Argentina)

About the role

Netrix Global is looking for a Tier 1 Support Analyst to join its remote team serving customers in Argentina. You will be the first point of contact, handling calls, emails and alerts, creating and documenting tickets, and ensuring swift resolution of incidents.

Key responsibilities

• Receive and assess incoming customer calls, emails and system alerts.
• Open, document and track tickets in the ITSM tool, recording troubleshooting steps and outcomes.
• Monitor critical infrastructure via remote monitoring tools and escalate when higher‑level support is required.
• Collaborate with vendors to open tickets on behalf of customers.
• Maintain accurate knowledge‑base entries and follow customer‑specific SOPs.
• Complete end‑of‑shift checklists, turnover reports and adhere to SLA targets.

Required profile

• Minimum 2 years of experience using ticketing systems.
• Familiarity with remote/network monitoring tools.
• Strong customer‑service orientation and excellent written and verbal English.
• Ability to manage multiple tasks and follow documented processes.

Required skills

• Ticketing platforms such as ServiceNow, Jira, Cherwell or Footprints.
• Monitoring tools like LogicMonitor, ConnectWise Command or N‑Able.
• Understanding of ITIL incident‑management best practices.