Tier 1 Support Analyst – Remote (Argentina)

About the role

Netrix Global is looking for a Tier 1 Support Analyst to provide first‑level technical assistance to its customers. The position is fully remote and serves clients primarily in Argentina, handling incoming calls, emails and system alerts.

Key responsibilities

• Receive and log customer incidents and service requests in the ITSM tool, documenting troubleshooting steps and outcomes.
• Monitor critical infrastructure alerts via remote monitoring systems and escalate when higher‑level support is required.
• Maintain accurate ticket routing, ensure SLA compliance and keep customers informed of progress.
• Collaborate with Netrix engineers, vendors and internal teams to resolve complex issues.
• Participate in continuous‑improvement initiatives and contribute to Knowledge Base articles.
• Complete end‑of‑shift checklists, turnover reports and be available for overtime as needed.

Required profile

• Minimum 2 years of experience using ticketing systems such as ServiceNow, Jira, Cherwell or Footprints.
• Experience with remote/network monitoring tools (LogicMonitor, ConnectWise Command, N‑Able).
• Strong customer‑service attitude and excellent written and verbal English communication.
• Ability to manage multiple tasks efficiently and follow SOPs.
• Willingness to use personal mobile devices for MFA and cover overtime shifts.

Required skills

• ServiceNow
• Jira
• Cherwell
• Footprints
• LogicMonitor
• ConnectWise Command
• N‑Able