Incident Response Analyst I

The Incident Response Analyst I is 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. The Incident Response Analyst I 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, and quick and friendly communication is vital to the Incident Response Analyst I 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 the request/incident, and set concise and clear expectations regarding customer 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 improv