Incident Response Analyst

🔥 25 minutes ago

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Flexential

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2000

🤝 B2B

🏢 Enterprise

📡 Telecommunications

B2B • Enterprise • Telecommunications

Flexential is a US-based provider of data center infrastructure and hybrid IT services. The FlexAnywhere® platform combines colocation, cloud (public/private/hybrid), connectivity/interconnection, data protection, managed and professional services to support enterprise workloads — including high-density GPU and AI/ML deployments. Flexential operates 40+ data centers across 18 US markets (3M+ sq. ft. footprint) and a 100+ Gbps network backbone, and positions itself as a B2B partner for enterprises needing resilient, scalable, and interconnected infrastructure.

📋 Description

• Provides initial analysis and triage for incoming customer calls, monitoring alerts, and customer submitted tickets. • Establish friendly initial communications to customers to let them know we hear and understand what the request/incident, and set concise and clear expectations to the customers’ requests and incidents in a prompt manner • Document resolution and proactive status updates to technical issues clearly for customers and team members • Works 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 • High paced work environment, where our system administrators will need to prioritize workloads. • Effectively works with vendors to create resolution

🎯 Requirements

• 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 • Positive attitude with a strong sense of urgency and ownership of quality work deliverables • Excellent verbal and written communications skills • 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 • Current experience applying troubleshooting techniques across various server, application, and network technologies

🏖️ Benefits

• Medical, Telehealth, Dental and Vision • 401(k) • Health Savings Accounts (HSA) 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