Incident Response Analyst
Employment Type: Full-Time
Incident Response Analyst
Overview:The Incident Response Analyst primary responsibility is to provide a superior customer experience through tactical troubleshooting, monitoring, and proactive incident resolution for customer environments.You will be heavily relied upon by the entire team to support, maintain and provide insight to our customers when they are in a high level of need.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 Incident Response Analyst’s success!
Responsibilities:Excellent verbal and written communication skills to enable concise and clear updates to customer service requests and incidents in a prompt mannerIdentify recurring incidents within a customer’s environment and determine the need to escalate to the appropriate technical resources, ensuring resolution of more complex issuesDesire to stay current on technology trends and Information Technology conceptsCollaborate with customers and teammates to determine improvement areas for capabilities and processesStrive for First Call Resolution utilizing your troubleshooting skills and following the defined processesEngage customers in a professional manner, resolving requests and incidents with a high sense of urgency and ownershipBe a team player focused on collective improvement and growthAbility to quickly learn and apply knowledge of technology solutions to support incident management within customer environments, including incident response across the following areas: Microsoft & Linux OS, Cisco devices, Fortinet firewalls, CommVault backup solutions, VMware, Cloud Computing, Disaster Recovery systems, and much more…Adhere to the Core Values (Customer-centric, Collaborative, Caring, Competitive, Committed, Fun, Bold, Honest, Innovative)For more experienced team members, mentor first level staff and serve as a primary escalation point for incidents and requests
Requirements:Minimum 3 years of experience working within an IT Support environmentAA, BS, or High School Diploma and actively pursuing and advanced degree in the technology fieldNetwork +, Security + and / or CCNA desiredMicrosoft MCP or MCSA preferredUse of command line tools such as CMD, Telnet, SSH, GIT, and SCP (PowerShell, Bash or VBScript language skills is a plus)Current experience applying troubleshooting techniques across various server, application, and network technologies including:Remote Desktop, SSH, FTPMicrosoft Server Technologies (e.g. Server 2012) and OS AdministrationVMWare and/or other virtualization technologiesLinux (or other *nix platforms) AdministrationVLAN’s, ACL’s, IP subnetsNetworking and Switching conceptsLoad BalancingFirewall ConfigurationPositive attitude with a strong sense of urgency and ownership of quality work deliverablesExcellent verbal and written communications skillsStrong interpersonal communication skills, excellent problem-solving skills, and a positive, customer satisfaction mindset are critical to this positionExperience with ticketing systems in an ITIL environment; ITIL v3 certification preferred
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