Incident Response Analyst

Employment Type

: Full-Time


: Miscellaneous

Incident Response Analyst 


  • 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 manner
  • Identify recurring incidents within a customer’s environment and determine the need to escalate to the appropriate technical resources, ensuring resolution of more complex issues
  • Desire to stay current on technology trends and Information Technology concepts
  • Collaborate with customers and teammates to determine improvement areas for capabilities and processes
  • Strive for First Call Resolution utilizing your troubleshooting skills and following the defined processes
  • Engage customers in a professional manner, resolving requests and incidents with a high sense of urgency and ownership
  • Be a team player focused on collective improvement and growth
  • Ability 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 environment
  • AA, BS, or High School Diploma and actively pursuing and advanced degree in the technology field
  • Network +, Security + and / or CCNA desired
  • Microsoft MCP or MCSA preferred
  • Use 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, FTP
  • Microsoft Server Technologies (e.g. Server 2012) and OS Administration
  • VMWare and/or other virtualization technologies
  • Linux (or other *nix platforms) Administration
  • VLAN’s, ACL’s, IP subnets
  • Networking and Switching concepts
  • Load Balancing
  • Firewall Configuration
  • Positive attitude with a strong sense of urgency and ownership of quality work deliverables
  • Excellent verbal and written communications skills
  • Strong interpersonal communication skills, excellent problem-solving skills, and a positive, customer satisfaction mindset are critical to this position
  • Experience with ticketing systems in an ITIL environment; ITIL v3 certification preferred
  • #diceSP

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