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Incident Response Analyst II

Remote:

Full Remote

Contract:

Full time

Salary:

60 - 70K yearly

Experience:

Mid-level (2-5 years)

Work from:

South Carolina (USA), United States

Offer summary

Qualifications:

3 to 5 years in IT Support, Strong knowledge of operating systems, ITIL foundations certification preferred, Proficiency in command line tools, Relevant technical certifications advantageous.

Key responsabilities:

Provide superior customer support for incidents
Act as the primary escalation point for service incidents
Document resolutions and update status proactively
Collaborate with customers and teammates on improvements
Support Level 3 team with current technology trends

Caliber Sourcing

2 - 10 Employees

See more Caliber Sourcing offers

Job description

Job Description:
Primary responsibility is to provide a superior customer experience through tactical troubleshooting, monitoring, and proactive incident resolution for Flexential's customer environments. It's vitally important that you are a strong communicator, resourceful, and articulate in communicating identified issues and resolution steps to bring the customer's incident to a resolved state.

A strong combination of technical administration, troubleshooting, communication and documentation skills is vital to the IT technician role.
Key Responsibilities and Essential Job Functions

Act as the primary escalation point for all service management incidents and requests
Provide excellent verbal and written support in resolving incidents with customers
Provide concise and clear updates to customer service requests and incidents in a prompt manner
Identify recurring incidents within a customer's environment; work with the customer to provide a solution for the more complex technical issues.
Document resolution and proactive status updates to technical issues clearly for customers and team members
Provide guidance and constant improvement of technical acumen for frontline staff
Works closely with our Level 3 support team to stay current on technology trends and information technology concepts
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

Required Qualifications

Minimum 3 to 5 years of experience working within an IT Support environment
Strong knowledge of relevant operating systems (See below)
Ability to take escalations and train less experienced staff
Positive attitude with a strong sense of urgency and ownership of quality work deliverables
Excellent problem solving and critical thinking under pressure
Excellent verbal and written communications skills, including phone etiquette, writing, and active listening
Strong attention to detail

Preferred Qualifications

Science logic operator, or 1 - 2 year of experience using monitoring tools
Zerto Certified Associate
Fortigate NSE4 Certified
AA, BS, or High School Diploma and actively pursuing and advanced degree in the technology field
Network +, Security + and / or CCNA
Microsoft MCP or MCSA
Use of command line tools such as CMD, Telnet, SSH, GIT, and SCP (Powershell, Bash or VBScript language skills is a plus)
ITIL foundations
Current experience applying troubleshooting techniques across various server, application, and network technologies including:
- Remote Desktop, SSH, FTP
- Microsoft Server Technologies
- VMWare and/or other virtualization technologies
- Linux (or other *nix platforms)
- VLAN's, ACL's, IP subnets
- Networking and Switching concepts
- Load Balancing
- Firewall Configuration (Fortigate, Cisco ASA)

Physical Requirements

Ability to sit for extended periods of time
Walk or Stand for 50% of the time
Moderate or advanced keyboard usage
Lift 50 lbs.

Hourly Pay Range

Hourly pay ranger for this position is estimated to be ($31.39 - $36.42). However, the actual pay range depends on each candidate's experience, location, and qualifications.

Benefits of working at Flexential

Medical, Telehealth, Dental and Vision
401(k)
Health Savings Accounts (HAS) and Flexible Spending Accounts (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 Benefits are subject to change at the Company's discretion.

EEO Statement: Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

This position has the following safety hazards:
Chemical
Electrical
Ergonomics
Climb ladders
Mechanical lift
Noise
Temperature Extremes
Trip/Fall
Driving (must possess valid driver's license and insurance)
Other:_________________

Salary: $31.39 - $36.42