Vacancy caducado!
Remote Incident Response Analyst Aurora, CO 55,000-60,000k Direct Hire As an Incident Response Analyst, you will
- Be responsible for the initial analysis, and classification of customer cases, as well as following 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 for customer environments
- Provide 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
- 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
- Work in a high-paced work environment, where our system administrators will need to prioritize workloads.
- Effectively works with vendors to create a resolution
- Working knowledge of relevant operating systems (see below)
- 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 seek new knowledge and are curious by nature
- A strong combination of technical analysis, troubleshooting, documentation skills, quick and friendly communication is vital to the IT Specialist role
- 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 (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)
- VLANs, ACLs, IP subnets
- Networking and Switching concepts
- Load Balancing
- Firewall Configuration (Fortigate, Cisco ASA)
Vacancy caducado!