Responsible for the initial analysis, and classification of customer cases
Follow troubleshooting documentation to quickly assess the customer situation and escalate if needed
Work with the customer through different types of media to provide a superior customer experience through tactical troubleshooting, monitoring, and proactive incident resolution
Provides initial analysis and triage for incoming customer calls, monitoring alerts, and customer submitted tickets
Establish friendly initial communications to customers and set concise and clear expectations to their requests and incidents in a prompt manner
Document resolution and proactive status updates to technical issues clearly
Work closely with our Level 2 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

Working knowledge of relevant operating systems
Attention to detail
Good organization, time management, and prioritization
Ability to troubleshoot and think critically
Effective communication skills, including phone etiquette, writing, and active listening
Great customer services skills
Thrives in a fast-paced environment
Continually seeking new knowledge curious by nature
Associate degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required
1-3 years of system administration, network, or database administration experience
2-3 years of Customer Service experience
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 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)

Incident Response Analyst I

Key skills