Incident Response Analyst I: Remote Triage & Customer Support

Flexential; Denver (NC); Hybrid; USD 36,000 - 40,000; Full time

Benefits offered by this job

Medical, Telehealth, Dental and Vision

401(k)

HSA and FSA

Life and AD&D

Short/Long-term disability

Flex PTO

Leave of Absence

Employee Assistance Program

Wellness Program

Rewards and Recognition Program

Job summary

Flexential is seeking an Incident Response Analyst I to perform initial analysis and classification of customer cases, following troubleshooting docs to quickly assess situations and escalate as needed. You will engage customers across phone, chat, and email, providing proactive incident resolution and clear status updates.

Collaborate with Level 2 support, apply ITIL practices, and operate in a fast-paced environment prioritizing workloads.

Qualifications

• 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.

Responsibilities

• Provides initial analysis and triage for incoming customer calls, monitoring alerts, and customer-submitted tickets.
• Establish friendly initial communications to customers to set concise and clear expectations.
• Document resolution and proactive status updates to technical issues clearly for customers and team members.
• Works closely with Level 2 support to stay current on technology trends.
• 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.

Skills

Troubleshooting

Communication

Customer service

Time management

Analytical thinking

Documentation

Education

Associate degree in CS/IT/Systems

Tools

Remote Desktop

SSH

FTP

PowerShell

Bash

CMD

GIT

Job description

Flexential is seeking an Incident Response Analyst I to perform initial analysis and classification of customer cases, following troubleshooting docs to quickly assess situations and escalate as needed. You will engage customers across phone, chat, and email, providing proactive incident resolution and clear status updates.

Collaborate with Level 2 support, apply ITIL practices, and operate in a fast-paced environment prioritizing workloads.