Job Description:

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. IT Specialist will also work with the customer through different types of media, to provide a superior customer experience through tactical troubleshooting, monitoring, and proactive incident resolution for Flexential's customer environments

A strong combination of technical analysis, troubleshooting, documentation skills, quick and friendly communication is vital to the IT Specialist role.

Key Responsibilities And Essential Job Functions

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

Required Qualifications

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 seeking new knowledge curious by nature

Preferred Qualifications

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)
- VLAN’s, ACL’s, IP subnets
- Networking and Switching concepts
- Load Balancing
- Firewall Configuration (Fortigate, Cisco ASA)

Physical Requirements

Ability to sit for extended periods of time
Walk or Stand for 50% of the time
Moderate or advanced keyboard usage
Lift 50 lbs.

Hourly Pay Range

Hourly pay ranger for this position is estimated to be ($25.63 - $29.16). However, the actual pay range depends on each candidate’s experience, location, and qualifications.

Benefits Of Working At Flexential

Medical, Telehealth, Dental and Vision
401(k)
Health Savings Accounts (HAS) 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 Benefits are subject to change at the Company’s discretion.

EEO Statement: Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

This position has the following safety hazards:

☐ Chemical

☐ Electrical

☐ Ergonomics

☐ Climb ladders

☐ Mechanical lift

☐ Noise

☐ Temperature Extremes

☐ Trip/Fall

☐ Driving (must possess valid driver’s license and insurance)

☐ Other:_________________

Flexential jobs

Incident Response Analyst I