Incident Response Analyst I

Flexential Corp.

11d•$25 - $26•Onsite

About The Position

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 role.

Requirements

Working knowledge of relevant operating systems
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

Nice To Haves

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)

Responsibilities

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