OT Incident Analyst I: First‑Line Tech Support

RWE; Austin (TX); On-site; USD 80,000 - 90,000; Full time

Job summary

RWE Americas, LLC in the United States is seeking an Incident Management Analyst I to provide first-level technical support for OT systems under supervision. You will handle common, low-risk incidents, document activities in incident systems, and escalate more complex issues to senior teams.

This entry-level role requires a willingness to learn, strong attention to detail, and clear communication as you build foundational OT troubleshooting skills and support capabilities.

Qualifications

• Associate’s degree in IT/CS/engineering or related discipline.
• Minimum 1 year IT experience.
• Minimum 1 year OT experience or equivalent in an industrial setting.
• Entry-level industry experience is acceptable.
• Basic troubleshooting and problem-solving skills.
• Ability to follow procedures and document incidents accurately.
• Strong communication and customer service skills.

Responsibilities

• Provide first-level support for common, low-risk user issues affecting OT systems and devices.
• Receive, document, categorize, and track incidents and service requests per procedures.
• Gather issue details from users including symptoms, timing, and impact.
• Perform predefined troubleshooting steps for routine OT incidents under guidance.
• Use approved diagnostic tools to identify common errors and connectivity issues.
• Follow standard operating procedures and escalation protocols.
• Escalate complex or high-impact issues to senior analysts or technical teams.
• Maintain accurate incident records including actions, findings, and resolutions.
• Communicate status updates and resolutions to users clearly and promptly.
• Collaborate with senior analysts to learn resolution techniques and improve OT support.
• Support security, safety, and compliance requirements within OT environments.
• Participate in knowledge sharing and contribute to documentation.
• Perform other related duties as assigned.

Skills

Attention to detail

Clear communication

Willingness to learn

Structured troubleshooting

Ability to follow procedures

Education

Associate’s degree in Information Technology, Computer Science, Engineering, Industrial Technology, or a related discipline

Tools

Incident management systems

Diagnostic tools

Job description

RWE Americas, LLC in the United States is seeking an Incident Management Analyst I to provide first-level technical support for OT systems under supervision. You will handle common, low-risk incidents, document activities in incident systems, and escalate more complex issues to senior teams.

This entry-level role requires a willingness to learn, strong attention to detail, and clear communication as you build foundational OT troubleshooting skills and support capabilities.