Incident Response Analyst I

Flexential • Charlotte, NC

159d • $26 - $28

About The Position

The IT Specialist 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 role involves working with customers 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 IT Specialist role.

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.
• Ability to thrive in a fast-paced environment.
• Continually seeking new knowledge and 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 their requests/incidents, and set concise and clear expectations.
• Document resolution and proactive status updates to technical issues clearly for customers and team members.
• Work closely with the 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.
• Effectively work with vendors to create resolution.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees