Junior Incident Response Analyst

OpenKrill; United States; Remote; USD 36,000 - 39,000; Full time

Benefits offered by this job

Medical, Telehealth, Dental and Vision

401(k)

Health Savings Accounts (HSA) and FSA

Life and AD&D

Disability insurance

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, triage, and escalation for customer cases. You will follow troubleshooting documentation to rapidly assess incidents and maintain clear customer communication throughout the process.

You will collaborate with Level 2 support, document resolutions, and contribute to proactive incident resolution across customer environments in a fast-paced setting.

Qualifications

• Associate degree in Computer Science, Information Technology, System Administration, or closely 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 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 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 prioritize workloads.
• Effectively work with vendors to create resolution.

Skills

Analytical thinking

Troubleshooting

Effective communication

Customer service

Documentation

Time management

Education

Associate degree in IT

Tools

CMD

Telnet

SSH

GIT

SCP

VMware

Fortigate

Cisco ASA

Job description

Flexential is seeking an Incident Response Analyst I to perform initial analysis, triage, and escalation for customer cases. You will follow troubleshooting documentation to rapidly assess incidents and maintain clear customer communication throughout the process.

You will collaborate with Level 2 support, document resolutions, and contribute to proactive incident resolution across customer environments in a fast-paced setting.