Incident Response Analyst I

Job Description

We are hiring an Incident Response Analyst I to join our team at Flexential. In this role, you will be responsible for providing initial analysis, triage for incoming customer calls, and proactive incident resolution. You will work closely with customers and team members to ensure a superior customer experience through tactical troubleshooting and monitoring.

Key Responsibilities and Essential Job Functions

• Provide initial analysis and triage for customer cases and incoming alerts.
• Establish clear communications with customers and manage expectations effectively.
• Collaborate with the Level 2 support team to stay current on technology trends.
• Resolve customer requests and incidents promptly with a high sense of ownership.
• Work in alignment with ITIL best practices and contribute to continuous improvement.

Required Qualifications

• Working knowledge of relevant operating systems.
• Strong attention to detail and organizational skills.
• Effective troubleshooting and critical thinking abilities.
• Excellent communication skills and customer service orientation.
• Ability to thrive in a fast-paced environment and continuously seek new knowledge.

Preferred Qualifications

• Positive attitude with a strong sense of urgency and quality ownership.
• Associate degree in relevant field or equivalent experience.
• 1-3 years of relevant experience in system administration or customer service.
• Relevant certifications such as Network+, Security+, or CCNA are desired.
• Proficiency in using command line tools and troubleshooting techniques across various technologies.

Physical Requirements

• Ability to sit for extended periods, walk or stand for 50% of the time, and lift 50 lbs.
• Advanced keyboard usage and moderate physical exertion may be required.

Benefits of Working at Flexential

• Medical, dental, and vision benefits.
• 401(k), Health Savings Accounts, and Flexible Spending Accounts.
• Life and disability insurance, paid time off, and wellness programs.

EEO Statement

Flexential is an equal opportunity employer committed to diversity and inclusion.

Apply now to join our team as an Incident Response Analyst I and contribute to delivering exceptional customer service and incident resolution.