Incident Response Analyst I

About the role

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, quick and friendly communication is vital to the Incident Response Analyst I.

Key Responsibilities and Essential Job Functions

• Provides initial analysis and triage for incoming customer calls, monitoring alerts, and customer submitted tickets
• Establish friendly initial communications to customers to let them know we hear and understand what the request/incident, and set concise and clear expectations to the customers' requests and incidents in a prompt manner
• Document resolution and proactive status updates to technical issues clearly for customers and team members
• Works closely with our Level 2 support team to stay current on technology trends and information technology 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
• High paced work environment, where our system administrators will need to prioritize workloads
• Effectively works with vendors to create resolution

Required Qualifications

• Working knowledge of relevant operating systems (see below)
• Attention to detail
• Good organization, time management, and prioritization
• Ability to troubleshoot and think critically
• Effective communication skills, including phone etiquette, writing, and active listening
• Great customer services skills
• Thrives in a fast-paced environment
• Continually seeking new knowledge curious by nature

Preferred Qualifications

• Positive attitude with a strong sense of urgency and ownership of quality work deliverables
• Excellent verbal and written communications skills
• Associate degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required
• 1-3 years of system administration, network, or database administration experience
• 2-3 years of Customer Service experience
• Network +, Security + and / or CCNA desired
• Microsoft MCP or MCSA preferred
• 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)
  • VLAN's, ACL's, IP subnets
  • Networking and Switching concepts
  • Load Balancing
  • Firewall Configuration (Fortigate, Cisco ASA)

Training Details

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

• Duration: 3 months
• Schedule: Day Shift (Monday - Thursday or Tuesday - Friday)

Shift Information

After completion of the training period, your assigned shift will be based on business needs.

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

Pay

Hourly range offered for this position is estimated to be $25.00 - $26.00. However, 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
• Short Term and Long-term disability
• Flex 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.