Junior Incident Response Specialist

Flexential Corp.; Denver (CO); On-site; USD 37,000 - 40,000; Full time

Benefits offered by this job

Medical, Telehealth, Dental and Vision

401(k)

Health Savings Accounts (HSA) and FSA

Life and AD&D

Short Term and Long-Term disability

Flex Paid Time Off (PTO)

Leave of Absence

Employee Assistance Program

Wellness Program

Rewards and Recognition Program

Job summary

Flexential Corp. is seeking an Incident Response Analyst I to perform initial analysis and triage of customer cases, following troubleshooting documentation to quickly assess situations and escalate when needed.

You will engage with customers via various media to deliver a superior experience through tactical troubleshooting, monitoring, and proactive incident resolution in Flexential's customer environments.

Qualifications

• Working knowledge of relevant operating systems.
• Good organization, time management, and prioritization skills.
• Ability to troubleshoot and think critically.
• Effective communication skills, including phone etiquette, writing, and active listening.
• Thrives in a fast-paced environment.
• Continually seeking new knowledge and curious by nature.

Responsibilities

• Provides initial analysis and triage for incoming customer calls, monitoring alerts, and customer-submitted tickets.
• Establish friendly initial communications to customers to set expectations regarding requests and incidents.
• 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 urgency and ownership.
• 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

Customer service

Communication

Time management

Documentation

Critical thinking

Rapid learning

Incident response

Education

Associate degree in Computer Science/IT/Systems Administration

Tools

CMD

SSH

PowerShell

GIT

SCP

Linux

VMware

Job description

Flexential Corp. is seeking an Incident Response Analyst I to perform initial analysis and triage of customer cases, following troubleshooting documentation to quickly assess situations and escalate when needed.

You will engage with customers via various media to deliver a superior experience through tactical troubleshooting, monitoring, and proactive incident resolution in Flexential's customer environments.