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.

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

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)

Base Pay Range:
Hourly salary range offered for this position is estimated to be $24 - $26. However, the actual pay range depends on each candidate’s experience, location, and qualifications.

Duration: 3 months.

Schedule:

Day Shift (Monday
- Thursday or Tuesday
- Friday).

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.

Ability to sit for extended periods of time.

Walk or Stand for 50% of the time.

Moderate or advanced keyboard usage.

Lift 50 lbs.

• 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.

Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Flexential participates in the E-Verify program.

Flexential is a registered trademark of the Flexential Corp.

Follow Flexential on Linked In, Twitter, Facebook and You Tube.