Incident Response Analyst I
Entry-level incident response analyst at Flexential: triages incoming customer calls, tickets, and monitoring alerts, performs tactical troubleshooting and escalation for customer environments, documents resolutions, and partners with L2 support. Work spans Windows/Linux servers, VMware, networking, and firewalls, aligned to ITIL practices.
- Compensation
- $28–$29 / hr
- Location
- OR - Remote
- Work setup
- Remote
- Seniority
- Junior
- Employment
- Not specified
- Experience
- Not specified
- Category
- Security
- Posted
Skills
Must have
- Working knowledge of relevant operating systems
- 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
- Legally authorized to work in the United States and reside in a state where the company maintains employment eligibility
Nice to have
- 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, IT, System Administration, or related field, or equivalent experience
- 1-3 years of system administration, network administration, or database administration experience
- 2-3 years of customer service experience
- Network+, Security+, and/or CCNA certifications desired
- Microsoft MCP or MCSA preferred
- Use of command-line tools such as CMD, Telnet, SSH, GIT, and SCP (PowerShell, Bash, or VBScript a plus)
- Troubleshooting experience with Remote Desktop, SSH, FTP
- Experience with Microsoft Server Technologies
- Experience with VMware and/or other virtualization technologies
- Experience with Linux (or other *nix platforms)
- Knowledge of VLANs, ACLs, IP subnets
- Understanding of networking and switching concepts
- Knowledge of load balancing
- Firewall configuration experience (Fortigate, Cisco ASA)
Full description
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 escalate 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.
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 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.
Required Qualifications
- 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.
Preferred Qualifications
- 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.