Senior Service Desk Analyst — Remote Support Champion

About the Opportunity At Netrix Global, the Sr Service Desk Analyst will provide timely and accurate tier one / tier two technical support to all clients generated from calls, chats, assignment queues, and emails, as well as ticket escalations and assignments from Tier 1 Service Desk Analysts and management. This will require an aptitude for working with applications and systems to undertake analysis, diagnosis, and resolution of all problems, which may range from straightforward to more complicated technical issues. This position requires the Analyst to clearly record information, accurately assign priorities, and resolve or dispatch tickets to the resolver team. There is also a range of administrative duties within this role. The Sr Service Desk Analyst will perform user account administration and other administrative tasks when requested by clients and internal Netrix employees. Analysts will be responsible for managing their time appropriately, monitoring multiple assignment queues, their personal queue of open tickets, and continually follow up to ensure timely incident resolution and customer satisfaction. Location: This role is located onsite in our Manila, Philippines office. How You Will Make an Impact Service Delivery Provide timely and accurate tier one / tier two technical support through timely response to incoming calls, chats, assignment groups, and email queues. Research, resolve, and respond to complex incidents and requests received via phone and email in a timely manner, in accordance with current standards. Collaborate with internal teams to ensure timely resolution of customer issues and maintain high levels of client satisfaction. Document incidents and requests reported from the client, the troubleshooting steps performed with their corresponding results accurately and simultaneously into the ticketing system. Monitor tickets generated by Network Management Systems for critical network problems; perform troubleshooting to diagnose issues and escalate to the appropriate provider. Monitor and enforce system security guidelines for all clients. Create user accounts and access rights for clients and internal Netrix employees. Monitor all Service Desk and UAA ticket queues. 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 via phone and e‑mail in a timely manner, in accordance with incident management standards. Acquire and maintain current knowledge of relevant software, hardware, systems, and support policies in order to provide technically accurate solutions to customers and assist in training new Tier 1 Analysts. Provide accurate and creative solutions to user problems of a moderate nature to ensure customers are quickly restored to productivity. Manage the incident process for all open incidents by following up with assigned support personnel and/or the affected user to ensure timely incident resolution and customer satisfaction. Process Improvement Acquire and maintain knowledge of ITIL best practices for incident management. Participation in the proper onboarding and training of new employees. Write technical documentation to be published in the knowledge base as support procedures for Service Desk customers. Participate in team projects that enhance the quality or efficiency of the Service Desk. Absorb feedback from management, the Quality Assurance Program, and monthly KPI metrics. Assist management with the onboarding of new customers. Communication Communicate problem trends and unresolved problems to other Service Desk staff and management, including escalation using the clients on call process when necessary. Monitor Netrix corporate email regularly during work shift to maintain current knowledge of internal and customer maintenance and outage scheduling, changes to processes and procedures and other constantly changing information. Keep an open mind, positive attitude, and contribute to team comradery to effectively meet goals and expectations. Miscellaneous Analysts are responsible for working overtime as needed to assist in providing coverage for expected increases in volume as well as open shifts on weekends and evenings because of call‑offs and PTO. Work at least two holidays per year to provide the required coverage of customer contact queues. 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. (must be US compatible phone) This position might require a Biometric Background Check based on customer requirements. What You Will Bring To The Table College degree, technical school, or equivalent experience preferred. Microsoft Certification (MCSA/MOS) and Network+ Certification, or equivalent experience preferred. Excellent oral, organizational, and written communication skills. Minimum 5 years’ experience in a Help Desk/Service Desk or other IT role. Ability to diagnose complex issues in real time and provide resolution where documentation and knowledge articles may not exist. Advanced diagnostics and troubleshooting of complex issues related: Operating Systems Windows (Primary): System performance issues, Event Viewer, Windows services, Drive issues, updates, patch failures, User profile corruption, permissions issues. macOS: Basic navigation, troubleshooting application issues. Identity & Access Management – understand “why” access breaks, not just how to reset it Active Directory (On‑Prem AD): User & Group management, Password resets and account unlocks, Group policy issues. Azure AD/Entra ID: Cloud‑based identity troubleshooting, Sync issues, MFA enrollment and reset support. Endpoint & Device Management : Device enrollment issues, Policy application failures, Software deployment troubleshooting, Device compliance and access issues. Enterprise Applications & Line‑of‑Business Apps : Installation and troubleshooting company‑specific apps, fixing application crashes and compatibility issues, Browser‑based app troubleshooting, Understanding app dependencies. Security & Access Controls : MFA troubleshooting, Account lockout causes, Phishing or compromised account first‑response handling. Networking Fundamentals : TCP/IP basics, DNS, DHCP concepts, VPN connectivity troubleshooting, Wireless vs Wired network issues, Proxy‑related browsing problems, Using tools like ipconfig, ping, tracert, nslookup. Experience and working knowledge with the ability to do basic troubleshooting of issues related to: Remote Solutions : Microsoft Remote Desktop Services (RDS), Citrix Virtual Apps & Desktops, Terminal Server and VPN, AVD or Windows 365, Understand user profiles and common issue fixes. VoIP preferred but not required: Microsoft Teams Voice, Cisco CUCM, SIP‑based cloud PBX solutions. Mobile Device Management. Experience writing PowerShell scripts. Advanced mail flow diagnostic abilities to perform message tracing and identify breakdowns in email transmission. Ability to work effectively both independently without being prompted and with others to achieve team goals. Displays strong knowledge of Netrix and all of its Managed Services customers’ processes and procedures. Work Hours/Shift: Work shift and exact hours would be discussed and agreed to during the interview process, shifts 8 hours/day 5 days a week, depending on business needs. This is a 24/7 Service Desk environment and shifts may change over time, as well as require Saturday or Sunday coverage in an ongoing basis. What You Can Expect From Us We offer a competitive compensation package, comprehensive group benefits to meet the needs of you and your family, flexibility, and time off when you need it, and a casual work environment. The role can be remote/home office, with some travel required. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability, veteran status, or any other protected characteristic. Our hiring, promotion and compensation processes are based on merit, skills, and qualifications, to ensure a fair and unbiased approach for our candidates and employees. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting View email address on click.appcast.io. To learn more about Netrix Global please go to #J-18808-Ljbffr Netrix Global