Caliber Sourcing
Incident Response Analyst I
Caliber Sourcing, Austin, Texas, us, 78716
Job DescriptionJob 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 mannerDocument resolution and proactive status updates to technical issues clearly for customers and team membersWorks closely with our Level 2 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 practicesHigh paced work environment, where our system administrators will need to prioritize workloads.Effectively works with vendors to create resolutionRequired Qualifications
Working knowledge of relevant operating systems (see below)Attention to detailGood organization, time management, and prioritizationAbility to troubleshoot and think criticallyEffective communication skills, including phone etiquette, writing, and active listeningGreat customer services skillsThrives in a fast-paced environmentContinually seeking new knowledge curious by naturePreferred Qualifications
Positive attitude with a strong sense of urgency and ownership of quality work deliverablesExcellent verbal and written communications skillsAssociate degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required1-3 years of system administration, network, or database administration experience2 -3 years of Customer Service experience.Network +, Security + and / or CCNA desiredMicrosoft MCP or MCSA preferredUse 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, 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 ( $
24.33- $27.70
). 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 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 mannerDocument resolution and proactive status updates to technical issues clearly for customers and team membersWorks closely with our Level 2 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 practicesHigh paced work environment, where our system administrators will need to prioritize workloads.Effectively works with vendors to create resolutionRequired Qualifications
Working knowledge of relevant operating systems (see below)Attention to detailGood organization, time management, and prioritizationAbility to troubleshoot and think criticallyEffective communication skills, including phone etiquette, writing, and active listeningGreat customer services skillsThrives in a fast-paced environmentContinually seeking new knowledge curious by naturePreferred Qualifications
Positive attitude with a strong sense of urgency and ownership of quality work deliverablesExcellent verbal and written communications skillsAssociate degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required1-3 years of system administration, network, or database administration experience2 -3 years of Customer Service experience.Network +, Security + and / or CCNA desiredMicrosoft MCP or MCSA preferredUse 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, 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 ( $
24.33- $27.70
). 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: