Rapid Incident Response Analyst I

Flexential; Tampa (FL); Hybride; USD 36 000 - 40 000; Plein temps

Avantages offerts par ce poste

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

Résumé du poste

Flexential is seeking an Incident Response Analyst I to provide initial analysis and triage of customer cases, guide troubleshooting, and document resolutions. You will interact with customers through various media, coordinate with Level 2 support, and escalate when needed to ensure rapid incident resolution.

The role emphasizes technical analysis, strong communication, and adherence to ITIL practices in a high-paced environment, with potential remote work options depending on location.

Qualifications

• Associate degree in Computer Science, IT, System Administration or related field, or equivalent experience.
• 1–3 years in system administration, network administration, or database administration.
• 2–3 years of customer service experience.
• Networking, Security+, or CCNA desired.
• Microsoft MCP or MCSA preferred.
• Use of CMD, Telnet, SSH, GIT, and SCP; PowerShell or Bash is a plus.
• Experience with Remote Desktop, Microsoft Server Technologies, VMware/virtualization, Linux, VLANs/ACLs/subnets, load balancing, and firewall configuration.

Responsabilités

• Provides initial analysis and triage for incoming customer calls, monitoring alerts, and tickets.
• Establish friendly initial communications to customers and set expectations.
• Document resolution and proactive status updates for technical issues.
• Work with Level 2 support to stay current on technology trends.
• Collaborate with customers and teammates to identify improvement areas.
• Resolve requests with urgency and ownership.
• Follow ITIL best practices.
• Work in a high-paced environment prioritizing workloads.
• Work with vendors to create resolutions.

Connaissances

Operating systems knowledge

Attention to detail

Organization & time management

Troubleshooting

Communication skills

Customer service skills

Fast-paced environment

Curiosity & learning mindset

Formation

Related degree (AS/AA/related)

Outils

CMD/Telnet/SSH/GIT/SCP

PowerShell/Bash

Remote Desktop

Microsoft Server Technologies

VMware/ Virtualization

Linux/*nix

Networking concepts

Description du poste

Flexential is seeking an Incident Response Analyst I to provide initial analysis and triage of customer cases, guide troubleshooting, and document resolutions. You will interact with customers through various media, coordinate with Level 2 support, and escalate when needed to ensure rapid incident resolution.

The role emphasizes technical analysis, strong communication, and adherence to ITIL practices in a high-paced environment, with potential remote work options depending on location.