Incident Response Analyst I

About the role

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 works with customers through various 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, friendly communication is vital.

Responsibilities

• Provides initial analysis and triage for incoming customer calls, monitoring alerts, and customer-submitted tickets.
• Establishes friendly initial communications with customers to acknowledge their request or incident and sets clear expectations promptly.
• Documents resolution and proactive status updates for technical issues clearly for customers and team members.
• Works closely with the Level 2 support team to stay current on technology trends and IT concepts.
• Collaborates with customers and teammates to identify areas for improvement in capabilities and processes.
• Resolves customer requests and incidents with a high sense of urgency and ownership.
• Aligns with ITIL best practices in a high-paced work environment, prioritizing workloads effectively.
• Works with vendors to create resolutions.

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.
• Strong customer service skills.
• Thrives in a fast-paced environment and continually seeks new knowledge.

Qualifications

• Associate degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience.
• 1-3 years of system administration, network, or database administration experience.
• 2-3 years of customer service experience.
• Use of command line tools such as CMD, Telnet, SSH, GIT, and SCP (Powershell, Bash, or VBScript language skills is a plus).
• Current experience applying troubleshooting techniques across various server, application, and network technologies, including:
  • 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)
• Preferred certifications: Network+, Security+, CCNA, Microsoft MCP, or MCSA.

Training Details

This role includes a 3-month training period covering technical work, processes, and client communication to fully prepare you for success.

Schedule

Training Schedule: Day Shift (Monday - Thursday or Tuesday - Friday).

Post-Training Shift Information: Assigned shift will be based on business needs. Potential shifts include:

• 8:00 AM to 7:00 PM or 8:00 PM to 7:00 AM
• Potential workdays: Sunday to Wednesday or Wednesday to Saturday

Pay

Hourly range offered for this position is estimated to be $25.00 - $26.00. The actual pay range depends on each candidate’s experience, location, and qualifications.

Benefits

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

Benefits are subject to change at the Company's discretion.

Work Location Eligibility

At this time, we are only able to employ individuals who reside and perform work in states where the company is authorized to do business. Applicants must be legally authorized to work in the United States and reside in a state where the company maintains employment eligibility at the time of hire and throughout employment. State eligibility may be subject to change based on business needs and regulatory requirements.