Incident Response Analyst

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 escalatem 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.

• 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 the request/incident, and set concise and clear expectations regarding customer 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.
• Work in a high-paced environment where system administrators need to prioritize workloads.
• Effectively work with vendors to create resolution.

• Working knowledge of relevant operating systems (see below).
• 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.

• 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 required.
• 1-3 years of system administration, network administration, 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 (Power Shell, Bash, or VBScript language skills are 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)

• Ability to sit for extended periods of time.
• Walk or stand for 50% of the time.
• Moderate or advanced keyboard usage.
• Lift 50 lbs.

The hourly salary range offered for this position is estimated to be $26.00 - $29.00
. However, the actual pay range depends on each candidate’s experience, location, and qualifications.

This position follows Flexential's workplace guidelines. Employees who reside within 30 miles of an assigned office or data center and work a day‑shift schedule are generally expected to work onsite two days per week. Employees who reside more than 30 miles away,…