Incident Response Analyst I

This is a fully remote position, open to applicants in Florida, +4 more states.

📋 Description

• Accountable for the preliminary analysis and categorization of customer cases

• Conducts initial analysis and triage for incoming customer inquiries, monitoring alerts, and submitted tickets by customers

• Initiates friendly communications with customers to assure them that their requests or incidents are being acknowledged and understood

• Establishes clear and concise expectations regarding customer inquiries and incidents in a timely manner

• Accurately documents resolutions and provides proactive status updates on technical issues for both customers and team members

• Collaborates closely with our Level 2 support team to remain updated on technology trends and information technology concepts

• Works together with customers and colleagues to identify areas for improvement in capabilities and processes

• Addresses customer inquiries and incidents with a strong sense of urgency and ownership

• Demonstrates team spirit focused on collective growth and improvement

• Adheres to ITIL best practices

• Functions effectively in a fast-paced work environment, where our system administrators must prioritize their workloads

• Engages with vendors effectively to devise resolutions

⛳️ Requirements

• Proficient understanding of relevant operating systems (as detailed below)

• Strong attention to detail

• Excellent organization, time management, and prioritization skills

• Ability to troubleshoot and apply critical thinking

• Strong communication skills, encompassing phone etiquette, writing, and active listening

• Exceptional customer service abilities

• Excels in a high-energy environment

• Consistently seeks new knowledge, demonstrating a curious nature

• Maintains a positive attitude with a robust sense of urgency and accountability for quality work output

• Outstanding verbal and written communication abilities

• Associate degree in Computer Science, Information Technology, System Administration, or a related field, or equivalent experience is required

• 1-3 years of experience in system administration, network, or database administration

• 2-3 years of experience in Customer Service

• Network +, Security +, and/or CCNA certifications are desirable

• Microsoft MCP or MCSA certification is preferred

• Familiarity with command line tools such as CMD, Telnet, SSH, GIT, and SCP (skills in Powershell, Bash, or VBScript are a plus)

• Current proficiency in 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), VLANs, ACLs, IP subnets, Networking and Switching concepts, Load Balancing, Firewall Configuration (Fortigate, Cisco ASA)

🏝️ Benefits

• Medical, Telehealth, Dental, and Vision coverage

• 401(k) plan

• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)

• Life and Accidental Death & Dismemberment (AD&D) insurance

• Short-Term and Long-Term disability coverage

• Flexible Paid Time Off (PTO)

• Leave of Absence options

• Employee Assistance Program

• Wellness Program

• Rewards and Recognition Program