Incident Response Analyst II

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:_________________