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Incident Response Analyst I

3 hours, 28 minutes ago
United States
Full-time
Junior
Security Analyst
Cybersecurity
Bash FTP Git Linux Load Balancing PowerShell SSH
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Flexential

Flexential

Flexential provides tailored hybrid IT solutions through its FlexAnywhere™ platform, which integrates colocation, cloud services, connectivity, data protection, and managed services to empower complex businesses in their IT journey.

Internet Software & Services
251-1K
Founded 2000
View All Jobs 2

Description

  • Provide initial analysis and triage for incoming customer calls, alerts, and submitted tickets.
  • Communicate promptly and clearly with customers to acknowledge requests and set expectations.
  • Document resolutions and provide proactive status updates to customers and team members.
  • Work closely with Level 2 support to stay current on technology trends and IT concepts.
  • Collaborate with customers and teammates to identify improvements in capabilities and processes.
  • Resolve customer requests and incidents with urgency and ownership.
  • Align work to ITIL best practices.
  • Prioritize workloads in a fast-paced support environment.
  • Work with vendors to help drive issue resolution.

Requirements

  • Working knowledge of relevant operating systems.
  • Strong attention to detail.
  • Good organization, time management, and prioritization skills.
  • Ability to troubleshoot and think critically.
  • Effective communication skills, including phone etiquette, writing, and active listening.
  • Strong customer service skills.
  • Ability to thrive in a fast-paced environment.
  • Curiosity and a commitment to continually learning new knowledge.
  • Associate degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience (preferred).
  • 1-3 years of system administration, network, or database administration experience (preferred).
  • 2-3 years of customer service experience (preferred).
  • Network+, Security+, and/or CCNA desired.
  • Microsoft MCP or MCSA preferred.
  • Experience with command line tools such as CMD, Telnet, SSH, GIT, and SCP; PowerShell, Bash, or VBScript skills are a plus.
  • Current troubleshooting experience across server, application, and network technologies, including Remote Desktop, SSH, FTP, Microsoft Server Technologies, VMware or other virtualization technologies, Linux or other *nix platforms, VLANs, ACLs, IP subnets, networking and switching concepts, load balancing, and firewall configuration (Fortigate, Cisco ASA).
  • Must be legally authorized to work in the United States and reside in an eligible state at time of hire and throughout employment.

Benefits

  • Hourly pay range of $25.00-$26.00, depending on experience, location, and qualifications.
  • Medical, telehealth, dental, and vision coverage.
  • 401(k) plan.
  • Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
  • Life and AD&D insurance.
  • Short-term and long-term disability coverage.
  • Flex Paid Time Off (PTO).
  • Employee Assistance Program, wellness program, and rewards and recognition program.

Interested in this position?

Apply directly on the company website

Apply Now

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