Caliber Sourcing
Incident Response Analyst II
Caliber Sourcing, Austin, Texas, us, 78716
Job DescriptionJob Description:Primary responsibility is to provide a superior customer experience through tactical troubleshooting, monitoring, and proactive incident resolution for Flexential's customer environments. It's vitally important that you are a strong communicator, resourceful, and articulate in communicating identified issues and resolution steps to bring the customer's incident to a resolved state.
A strong combination of technical administration, troubleshooting, communication and documentation skills is vital to the IT technician role.Key Responsibilities and Essential Job Functions
Act as the primary escalation point for all service management incidents and requestsProvide excellent verbal and written support in resolving incidents with customersProvide concise and clear updates to customer service requests and incidents in a prompt mannerIdentify recurring incidents within a customer's environment; work with the customer to provide a solution for the more complex technical issues.Document resolution and proactive status updates to technical issues clearly for customers and team membersProvide guidance and constant improvement of technical acumen for frontline staffWorks closely with our Level 3 support team to stay current on technology trends and information technology conceptsCollaborate with customers and teammates to determine improvement areas in capabilities and processesResolve customer requests and incidents with a high sense of urgency and ownershipBe a team player focused on collective improvement and growthAlign to ITIL best practicesRequired Qualifications
Minimum 3 to 5 years of experience working within an IT Support environmentStrong knowledge of relevant operating systems (See below)Ability to take escalations and train less experienced staffPositive attitude with a strong sense of urgency and ownership of quality work deliverablesExcellent problem solving and critical thinking under pressureExcellent verbal and written communications skills, including phone etiquette, writing, and active listeningStrong attention to detailPreferred Qualifications
Science logic operator, or 1 - 2 year of experience using monitoring toolsZerto Certified AssociateFortigate NSE4 CertifiedAA, BS, or High School Diploma and actively pursuing and advanced degree in the technology fieldNetwork +, Security + and / or CCNAMicrosoft MCP or MCSAUse of command line tools such as CMD, Telnet, SSH, GIT, and SCP (Powershell, Bash or VBScript language skills is a plus)ITIL foundationsCurrent experience applying troubleshooting techniques across various server, application, and network technologies including:
Remote Desktop, SSH, FTPMicrosoft Server TechnologiesVMWare and/or other virtualization technologiesLinux (or other *nix platforms)VLAN's, ACL's, IP subnetsNetworking and Switching conceptsLoad BalancingFirewall Configuration (Fortigate, Cisco ASA)
Physical Requirements
Ability to sit for extended periods of timeWalk or Stand for 50% of the timeModerate or advanced keyboard usageLift 50 lbs.Hourly Pay Range
Hourly pay ranger for this position is estimated to be ($31.39 - $36.42). However, the actual pay range depends on each candidate's experience, location, and qualifications.Benefits of working at Flexential
Medical, Telehealth, Dental and Vision401(k)Health Savings Accounts (HAS) and Flexible Spending Accounts (FSA)Life and AD&DShort Term and Long-Term disabilityFlex Paid Time Off (PTO)Leave of AbsenceEmployee Assistance ProgramWellness ProgramRewards 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:ChemicalElectricalErgonomicsClimb laddersMechanical liftNoiseTemperature ExtremesTrip/FallDriving (must possess valid driver's license and insurance)Other:
A strong combination of technical administration, troubleshooting, communication and documentation skills is vital to the IT technician role.Key Responsibilities and Essential Job Functions
Act as the primary escalation point for all service management incidents and requestsProvide excellent verbal and written support in resolving incidents with customersProvide concise and clear updates to customer service requests and incidents in a prompt mannerIdentify recurring incidents within a customer's environment; work with the customer to provide a solution for the more complex technical issues.Document resolution and proactive status updates to technical issues clearly for customers and team membersProvide guidance and constant improvement of technical acumen for frontline staffWorks closely with our Level 3 support team to stay current on technology trends and information technology conceptsCollaborate with customers and teammates to determine improvement areas in capabilities and processesResolve customer requests and incidents with a high sense of urgency and ownershipBe a team player focused on collective improvement and growthAlign to ITIL best practicesRequired Qualifications
Minimum 3 to 5 years of experience working within an IT Support environmentStrong knowledge of relevant operating systems (See below)Ability to take escalations and train less experienced staffPositive attitude with a strong sense of urgency and ownership of quality work deliverablesExcellent problem solving and critical thinking under pressureExcellent verbal and written communications skills, including phone etiquette, writing, and active listeningStrong attention to detailPreferred Qualifications
Science logic operator, or 1 - 2 year of experience using monitoring toolsZerto Certified AssociateFortigate NSE4 CertifiedAA, BS, or High School Diploma and actively pursuing and advanced degree in the technology fieldNetwork +, Security + and / or CCNAMicrosoft MCP or MCSAUse of command line tools such as CMD, Telnet, SSH, GIT, and SCP (Powershell, Bash or VBScript language skills is a plus)ITIL foundationsCurrent experience applying troubleshooting techniques across various server, application, and network technologies including:
Remote Desktop, SSH, FTPMicrosoft Server TechnologiesVMWare and/or other virtualization technologiesLinux (or other *nix platforms)VLAN's, ACL's, IP subnetsNetworking and Switching conceptsLoad BalancingFirewall Configuration (Fortigate, Cisco ASA)
Physical Requirements
Ability to sit for extended periods of timeWalk or Stand for 50% of the timeModerate or advanced keyboard usageLift 50 lbs.Hourly Pay Range
Hourly pay ranger for this position is estimated to be ($31.39 - $36.42). However, the actual pay range depends on each candidate's experience, location, and qualifications.Benefits of working at Flexential
Medical, Telehealth, Dental and Vision401(k)Health Savings Accounts (HAS) and Flexible Spending Accounts (FSA)Life and AD&DShort Term and Long-Term disabilityFlex Paid Time Off (PTO)Leave of AbsenceEmployee Assistance ProgramWellness ProgramRewards 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:ChemicalElectricalErgonomicsClimb laddersMechanical liftNoiseTemperature ExtremesTrip/FallDriving (must possess valid driver's license and insurance)Other: