Incident Response Analyst II

September 17

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Flexential

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Hybrid IT • Colocation • Cloud • Connectivity • Managed Solutions

501 - 1000

Description

• Primary responsibility is to provide a superior customer experience through tactical troubleshooting, monitoring, and proactive incident resolution for Flexential's customer environments. • 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

Requirements

• Minimum 3 to 5 years of experience working within an IT Support environment • Strong knowledge of relevant operating systems • 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: 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)

Benefits

• 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