The Support Analyst I is a remote Tier 1 Support Technician responsible for handling customer support requests through calls, emails, and system alerts. This role involves documenting incidents in an ITSM tool, escalating when necessary, and maintaining strong customer communication. The position emphasizes adherence to SLAs, collaboration with internal teams and vendors, and delivering high-quality technical support with a focus on customer satisfaction.
Responsibilities
- Deliver first-line technical support by responding to customer calls, emails, and automated system alerts.
- Accurately record incidents and service requests in the ITSM platform, including troubleshooting actions and results.
- Monitor critical infrastructure alerts using remote monitoring tools and escalate issues requiring advanced support.
- Maintain precise documentation in the ITSM system and use the Knowledge Base to assist in resolving incidents.
- Provide high-quality customer service by keeping clients updated on incident status, scheduled changes, and outages.
- Ensure support tickets are correctly assigned and resolved promptly to meet SLA requirements.
- Follow client-specific procedures and Standard Operating Procedures (SOPs) consistently.
- Complete shift handover documentation and end-of-shift checklists.
- Support continuous improvement efforts for the Service Desk and contribute to Knowledge Base content.
- Develop and maintain knowledge of ITIL incident management best practices.
- Participate in team projects aimed at improving support efficiency and service quality.
- Accept and implement feedback from management and quality assurance evaluations.
- Keep customers and internal teams informed about recurring issues, critical incidents, and escalations.
- Work closely with engineers and technical teams to resolve complex technical problems.
- Build strong customer relationships by providing education on system functions and applications.
- Foster a positive team environment through collaboration, openness, and a constructive attitude.
- Work flexible hours, including holidays, weekends, and off-hours, as business needs require.
- Be available for overtime to cover staffing gaps due to absences or open shifts.
- Use personal mobile devices for multi-factor authentication when accessing company systems.
Requirements
- Minimum of two years of experience using ticketing systems such as ServiceNow, Jira, Cherwell, or Footprints.
- Hands-on experience with remote and network monitoring tools like LogicMonitor, ConnectWise Command, or N-Able.
- Demonstrated customer service orientation and strong interpersonal abilities.
- Excellent written and verbal communication skills in English.
- Proven ability to manage multiple tasks efficiently and effectively.
- Strong teamwork skills with experience collaborating in fast-paced environments.
- Flexible, self-driven, and highly organized approach to work.
Nice to Have
- Basic understanding of network protocols and configurations.
- Advanced knowledge of operating systems, business applications, printing systems, and networking.
- Strong troubleshooting and diagnostic problem-solving abilities.
- Ability to adapt quickly to evolving technical and operational environments.
Tech Stack
ServiceNow, Jira, Cherwell, Footprints, LogicMonitor, ConnectWise Command, N-Able
Benefits
- Swiss Medical SMG-30 health plan covering family members.
- Opportunities to earn AWS and Azure certifications.
- Happy Club access via Pedidos Ya.
- Internet and connectivity support.
- Competitive salary and benefits package.
- English language use within the workplace.
- Fully remote work environment.
- Supportive learning environment designed for professional growth.
Compensation
Competitive salary and benefits
Work Arrangement
local-country — Argentina — Remote work allowed; schedule includes Monday - Friday 8 am - 5 pm CST
- We own the outcomes
- Win together
- Make an impact
- Enjoy the journey
- Respect everyone
Additional Information
- Position is based in Argentina and fully remote.
- Work schedule is Monday through Friday, 8 am to 5 pm CST.
- Employees may be required to work alternate shifts, including holidays, weekends, and off-hours.
- Overtime availability is required to cover open shifts, absences, or leave periods.
- Personal mobile devices are used for multi-factor authentication when accessing company systems.
- English proficiency is mandatory for all written and verbal communication.
- Adherence to customer-specific processes and Standard Operating Procedures (SOPs) is required.
- Completion of end-of-shift checklists and handover reports is mandatory.
