Senior IT Support Engineer — 24/7 Service Desk (Manila)

About The Opportunity

At Netrix Global, the Sr IT Support Engineer will provide timely and accurate tier one / tier two technical support to clients via calls, chats, assignment queues, emails, ticket escalations, and assignments from Tier 1 Service Desk Analysts. The role includes application and system analysis, diagnosis, and resolution of problems ranging from straightforward to complex. Responsibilities also involve user account administration and other administrative tasks, prioritizing ticket resolution, monitoring queues, and ensuring customer satisfaction.

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 time...