Incident Response Analyst I

The Incident Response Analyst I is responsible for the initial analysis and classification of customer cases, as well as following troubleshooting documentation to quickly assess the customer situation and escalate if needed. The Incident Response Analyst I will also work with the customer through different types of media to provide a superior customer experience through tactical troubleshooting, monitoring, and proactive incident resolution for Flexential's customer environments. A strong combination of technical analysis, troubleshooting, documentation skills, and quick and friendly communication is vital to the Incident Response Analyst I role.

Responsibilities

Provides initial analysis and triage for incoming customer calls, monitoring alerts, and customer-submitted tickets; Establish friendly initial communications to customers and set concise and clear expectations regarding requests and incidents; Document resolution and proactive status updates to technical issues clearly for customers and team members; Works closely with Level 2 support team to stay current on technology trends and IT concepts; Collaborate with customers and teammates to determine improvement areas in capabilities and processes; Resolve customer requests and incidents with a high sense of urgency and ownership; Be a team player focused on collective improvement and growth; Align to ITIL best practices; Work in a high-paced environment where system administrators need to prioritize workloads; Effectively work with vendors to create resolution; Follow troubleshooting documentation to assess customer situations and escalate if needed

Requirements

Working knowledge of relevant operating systems; Attention to detail; Good organization, time management, and prioritization skills; Ability to troubleshoot and think critically; Effective communication skills, including phone etiquette, writing, and active listening; Great customer service skills; Thrives in a fast-paced environment; Continually seeking new knowledge and curious by nature; Ability to sit for extended periods of time; Walk or stand for 50% of the time; Moderate or advanced keyboard usage; Lift 50 lbs

Nice to have

Positive attitude with a strong sense of urgency and ownership of quality work deliverables; Excellent verbal and written communication skills; Associate degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience; 1-3 years of system administration, network administration, or database administration experience; 2-3 years of customer service experience; Network+, Security+, and/or CCNA; Microsoft MCP or MCSA; Use of command-line tools such as CMD, Telnet, SSH, GIT, and SCP; PowerShell, Bash, or VBScript language skills; Experience with Remote Desktop, SSH, FTP; Microsoft Server Technologies; VMware and/or other virtualization technologies; Linux (or other *nix platforms); VLANs, ACLs, IP subnets; Networking and switching concepts; Load balancing; Firewall configuration (Fortigate, Cisco ASA)

Benefits

Medical, Telehealth, Dental and Vision; 401(k); Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA); Life and AD&D; Short Term and Long-Term disability; Flex Paid Time Off (PTO); Leave of Absence; Employee Assistance Program; Wellness Program; Rewards and Recognition Program