Incident Response Analyst

• 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).
• Good organization, time management, and prioritization skills.
• Ability to troubleshoot and think critically.
• Effective communication skills, including phone etiquette, writing, and active listening.
• 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 - $28.00
. However, the actual pay range depends on each candidate’s experience, location, and qualifications.

At this time, we are only able to employ individuals who reside and perform work in states where the company is authorized to do business and maintain employment registrations. We are currently unable to consider applicants who reside or will perform work in the following states:
Alaska, Alabama, Delaware, Hawaii, Iowa, Kansas, Louisiana, Maine, Maryland, North Dakota, Rhode Island, South Dakota, Wisconsin, Wyoming, Washington DC.

Employees hired into Atlanta-area positions may be required to work onsite at least 30 hours per week, depending on business needs, role requirements, and assigned work location. Onsite expectations will be discussed during the hiring process.

Applicants must be legally authorized to work in the United States and must reside in a state where the company maintains employment eligibility at the time of hire and throughout their employment. State eligibility may be subject to change based on business needs and regulatory requirements.

Flexential…