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Incident Response Analyst II
Flexential
2024-10-05 07:42:16
Columbia, South Carolina, United States
Job type: fulltime
Job industry: I.T. & Communications
Job description
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
- 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
- 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)
- 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 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.
- 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.
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: _
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