Remote Incident Response Analyst I

Note: The job is a remote job and is open to candidates in USA. Flexential is a company focused on delivering superior customer experiences through technical support and incident management. The Incident Response Analyst I is responsible for analyzing and classifying customer cases, providing troubleshooting assistance, and ensuring effective communication with customers to resolve issues promptly.ResponsibilitiesProvides initial analysis and triage for incoming customer calls, monitoring alerts, and customer submitted ticketsEstablish 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 mannerDocument resolution and proactive status updates to technical issues clearly for customers and team membersWorks closely with our Level 2 support team to stay current on technology trends and information technology conceptsCollaborate with customers and teammates to determine improvement areas in capabilities and processesResolve customer requests and incidents with a high sense of urgency and ownershipBe a team player focused on collective improvement and growthAlign to ITIL best practicesHigh paced work environment, where our system administrators will need to prioritize workloadsEffectively works with vendors to create resolutionSkillsWorking knowledge of relevant operating systems (see below)Attention to detailGood organization, time management, and prioritizationAbility to troubleshoot and think criticallyEffective communication skills, including phone etiquette, writing, and active listeningGreat customer services skillsThrives in a fast-paced environmentContinually seeking new knowledge curious by naturePositive attitude with a strong sense of urgency and ownership of quality work deliverablesExcellent verbal and written communications skillsAssociate degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required1-3 years of system administration, network, or database administration experience2 -3 years of Customer Service experienceNetwork +, Security + and / or CCNA desiredMicrosoft MCP or MCSA preferredUse 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)BenefitsMedical, Telehealth, Dental and Vision401(k)Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)Life and AD&DShort Term and Long-Term disabilityFlex Paid Time Off (PTO)Leave of AbsenceEmployee Assistance ProgramWellness ProgramRewards and Recognition ProgramCompany OverviewFlexential provides IT solutions including integrated colocation, interconnection, cloud, data protection, and professional services. It was founded in 2000, and is headquartered in Charlotte, North Carolina, USA, with a workforce of 501-1000 employees. Its website is https://www.flexential.com/. Apply To this Job .