Incident Response Analyst

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Yoh - A Day & Zimmerman Company
Analyst, Linux, Disaster Recovery, IT, Network, Security, CCNA, MCP, Bash, VBScript, Desktop, ACL, IP, Networking, Firewall
Full Time
Work from home not available Travel not required

Job Description

Incident Response Analyst

Overview:
  • The Incident Response Analyst primary responsibility is to provide a superior customer experience through tactical troubleshooting, monitoring, and proactive incident resolution for customer environments.
  • You will be heavily relied upon by the entire team to support, maintain and provide insight to our customers when they are in a high level of need.
  • 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 Incident Response Analyst's success!

Responsibilities:
  • Excellent verbal and written communication skills to enable concise and clear updates to customer service requests and incidents in a prompt manner
  • Identify recurring incidents within a customer's environment and determine the need to escalate to the appropriate technical resources, ensuring resolution of more complex issues
  • Desire to stay current on technology trends and Information Technology concepts
  • Collaborate with customers and teammates to determine improvement areas for capabilities and processes
  • Strive for First Call Resolution utilizing your troubleshooting skills and following the defined processes
  • Engage customers in a professional manner, resolving requests and incidents with a high sense of urgency and ownership
  • Be a team player focused on collective improvement and growth
  • Ability to quickly learn and apply knowledge of technology solutions to support incident management within customer environments, including incident response across the following areas: Microsoft & Linux OS, Cisco devices, Fortinet firewalls, CommVault backup solutions, VMware, Cloud Computing, Disaster Recovery systems, and much more...
  • Adhere to the Core Values (Customer-centric, Collaborative, Caring, Competitive, Committed, Fun, Bold, Honest, Innovative)
  • For more experienced team members, mentor first level staff and serve as a primary escalation point for incidents and requests

Requirements:
  • Minimum 3 years of experience working within an IT Support environment
  • AA, BS, or High School Diploma and actively pursuing and advanced degree in the technology field
  • 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 (e.g. Server 2012) and OS Administration
  • VMWare and/or other virtualization technologies
  • Linux (or other *nix platforms) Administration
  • VLAN's, ACL's, IP subnets
  • Networking and Switching concepts
  • Load Balancing
  • Firewall Configuration
  • Positive attitude with a strong sense of urgency and ownership of quality work deliverables
  • Excellent verbal and written communications skills
  • Strong interpersonal communication skills, excellent problem-solving skills, and a positive, customer satisfaction mindset are critical to this position
  • Experience with ticketing systems in an ITIL environment; ITIL v3 certification preferred

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Company Information

Are you a .NET mastermind, world class DBA, Java guru or SAP pro? Perfect, because Yoh wants to match your career aspirations with the job demands of today.
Dice Id : 10107614
Position Id : 222214
Originally Posted : 8 months ago

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