Support Analyst II

About The Opportunity

Netrix Global is looking for a Support Analyst II who will monitor customers and Netrix equipment, maintain the Wyomissing, PA data center infrastructure, and support hosted customers. The role requires monitoring alerts, escalations, opening support tickets, providing timely responses and escalating to higher‑tier teams as needed.

• Monitor and perform on‑going maintenance on servers, network equipment and ensure the flow of data across the network.
• Provide IT support for customers and internal environments.
• Collaborate with software, network, hardware, and security teams for efficiency.
• Perform basic triage of incidents and notify customers as required in a timely manner.
• Working knowledge of AS400/iSeries for backups and daily procedures.
• Accept calls and research, resolve, and respond to incidents in accordance with current standards.
• Monitor and record incident tickets for all customer emails. Respond accordingly by performing requested tasks and/or escalating tickets to other groups as necessary.
• Assist customers with on‑site work as needed and manage data retention policies as defined by customers, third‑party vendors or internal policies.
• Demonstrate basic working knowledge and troubleshooting abilities associated with all alarms, alerts, and notifications from monitoring systems.
  • Examples:
    Fire, Security, power, and HVAC
• Follow directions in accordance with data center system maintenance including PDU installation, power circuit auditing, lighting upkeep, and rudimentary CRAC unit management.
• Run hardware diagnostics, replace/upgrade internal system components, hard drives, and network cables.
• Perform physical server and network equipment racking and decommissions as defined in SOPs.
• Installation of cross‑connects, patching, and labeling as per data center standards.
• Demonstrate basic knowledge of network systems, topology, and troubleshooting.
• Provide smart hands assistance for customers or remote technicians.
• Document internal and customer processes and deployments.
• Recommend improvements to documentation and processes for both internal and customers.
• Maintain data center inventory, spare equipment, and device RMAs.
• Daily Data Center Facilities Walkthroughs.
• Participate in escalation events, act as the local point of contact as needed, understand the escalation paths both locally and globally, be familiar with customer SLAs, provide escalation and communicate status in accordance with the primary POC and the SOP.
• Deliver exceptional customer service.
• Submit accurate, innovative resolutions to internal and customer knowledge base.
• Participate in team projects that enhance the quality or efficiency of the TOC.
• Job requires alternate work schedules which will include some holiday, weekend, and off‑shift work.
• All Support Analysts are responsible for working overtime as needed to assist in providing coverage for open shifts on weekends and because of call‑offs and PTO.
• On‑call rotation for emergency site visit requests.
• Perform operational support tasks as requested by customers.
• Completion of the shift checklist & shift turnover reports.
• Other duties as assigned.

• Associate degree in Computer Science or a related major and higher.
• Strong customer service attitude and interpersonal skills.
• Excellent written and verbal communication skills.
• Proven ability to execute multiple tasks efficiently and effectively.
• Proven ability to work effectively in a team environment.
• Demonstrated flexibility, organization and self‑motivation.

• Knowledge of A+, Network+, Security+, and Linux+ certifications, or working experience is highly recommended.
• Minimum 2 years of experience with ticketing systems such as Jira, Service Now.
• Minimum 2 years of strong technical troubleshooting experience while providing quality service to customers.
• Experience with RMM and network monitoring tools such as Logic Monitor, Connect Wise Command, N‑Able, Kayesa, etc.
• VMWare, Active Directory, and Datto.
• iSeries and iSeries monitoring.
• Building and deploying servers.
• Troubleshooting server operating systems and software.
• Network topography and protocols.
• Data center…