Incident Response Analyst

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)