Note: The job is a remote job and is open to candidates in USA. Flexential is a company focused on providing exceptional customer service in IT support. The Incident Response Analyst I is responsible for analyzing and classifying customer cases, providing tactical troubleshooting, and ensuring a superior customer experience through effective communication and incident resolution.
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
Skills
- 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)
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
Company Overview