Incident Response Analyst I

Job Description

We are looking for an Incident Response Analyst I to join our team at Flexential. In this role, you will be responsible for analyzing and classifying customer cases, offering tactical troubleshooting, and providing proactive incident resolution to ensure a superior customer experience. Strong technical analysis, communication skills, and a customer-centric approach are essential for this position.

Key Responsibilities and Essential Job Functions

• Provide initial analysis and triage for incoming customer communication.
• Establish clear communication with customers and manage expectations effectively.
• Document issue resolutions and updates for customers and internal teams.
• Collaborate with peers to enhance capabilities and processes.
• Resolve customer incidents promptly and with ownership.
• Adhere to ITIL best practices and work efficiently in a fast-paced environment.

Required Qualifications

• Working knowledge of relevant operating systems.
• Strong attention to detail and organizational skills.
• Ability to troubleshoot and think critically.
• Effective communication and customer service skills.
• Ability to thrive in a dynamic work environment.

Preferred Qualifications

• Positive attitude with a sense of urgency and quality ownership.
• Excellent verbal and written communication skills.
• Associate degree in relevant field or equivalent experience.
• Experience in system administration, network, or database administration.
• Certifications such as Network +, Security +, CCNA, or Microsoft MCP/MCSA.
• Proficiency in command line tools and troubleshooting techniques across various technologies.

Physical Requirements

• Ability to sit, walk, stand, and lift as needed.
• Moderate to advanced keyboard usage.

Benefits of working at Flexential

• Comprehensive health and wellness benefits.
• 401(k) and financial planning options.
• Flexible work arrangements.
• Employee assistance and wellness programs.
• Rewards and recognition initiatives.

EEO Statement

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