About this role
Incident Response Analyst I handles initial analysis and triage for customer cases, including troubleshooting documentation and escalation when needed. The role includes monitoring alerts, communicating clearly with customers, documenting resolutions, and supporting faster incident resolution aligned to ITIL best practices.
Key Responsibilities
- Perform initial triage and analysis for customer calls and tickets
- Monitor alerts and troubleshoot using documentation
- Communicate clearly with customers using phone etiquette and active listening
- Document resolutions and proactive status updates
- Work with Level 2 support and vendors to escalate and resolve incidents
Technical Overview
You will triage incoming calls and customer ticket submissions, monitor alerts, and perform troubleshooting across operating systems and server/network/application environments. The job emphasizes command-line familiarity (SSH, Telnet, SCP, GIT) and concepts like Remote Desktop, FTP, Microsoft Server Technologies, and VMware.
Ideal Candidate
The ideal candidate is an entry-level IT specialist with strong customer communication and troubleshooting/triage skills for incident cases. They have working knowledge of operating systems and can monitor alerts, document resolutions, and escalate to Level 2 support using ITIL-aligned practices. Preferred candidates also bring basic networking/security certifications (Network+, Security+, CCNA) and familiarity with command line tools like SSH and Telnet.
Must-Have Skills
Provides initial analysis and triage for incoming customer callsmonitoring alertscustomer submitted ticketsalign to ITIL best practicesworking knowledge of relevant operating systemsability to troubleshoot and think criticallyattention to detailgood organizationtime managementand prioritizationeffective communication skills including phone etiquettewritingand active listeninggreat customer services skillsthrives in a fast-paced environmentcontinually seeking new knowledge
Nice-to-Have Skills
Network +Security + and/or CCNA desiredMicrosoft MCP or MCSA preferredUse of command line tools such as CMDTelnetSSHGITand SCPPowershellBash or VBScript language skills is a plusCurrent experience applying troubleshooting techniques across Remote DesktopSSHFTPMicrosoft Server TechnologiesVMware
Tools & Platforms
ITILcommand line toolsCMDTelnetSSHGITSCPPowerShellBashVBScriptRemote DesktopFTPMicrosoft Server TechnologiesVMwareticketing (customer tickets)
Required Skills
initial analysis and triagemonitoring alertscustomer submitted ticketstroubleshooting documentationincident resolutionITIL best practicesoperating systemstroubleshootingcritical thinkingcustomer servicephone etiquetteactive listeningtime managementprioritizationcommand line toolsCMDTelnetSSHGITSCPPowerShellBashVBScriptRemote DesktopFTPMicrosoft Server TechnologiesVMware
Hard Skills
initial analysis and triagemonitoring alertsticket troubleshootingtroubleshooting documentationincident resolutionITIL best practicessystem administrationoperating systemscommand line toolsCMDTelnetSSHGITSCPPowerShellBashVBScriptRemote DesktopFTPMicrosoft Server TechnologiesVMwarenetwork administrationdatabase administrationserver troubleshootingapplication troubleshootingnetwork troubleshootingvendor collaboration for resolutiondocumentation of resolution and proactive status updates
Soft Skills
friendly initial communicationsphone etiquetteactive listeningclear and concise expectation settingcustomer servicedocumentation clarityownershipurgencyteamworkcollaboration with Level 2 support teamorganizationtime managementprioritizationeffective communication
Certifications
Preferred
Network+Security+CCNAMicrosoft MCPMicrosoft MCSA
Keywords for Your Resume
Incident Response AnalystIncident Responsetroubleshooting documentationinitial analysistriagecustomer callsmonitoring alertscustomer submitted ticketsincident resolutionITILoperating systemstroubleshootthink criticallycustomer servicephone etiquetteactive listeningtime managementprioritizationNetwork+Security+CCNAMicrosoft MCPMicrosoft MCSAcommand line toolsTelnetSSHGITSCPPowerShellBashVBScriptRemote DesktopFTPVMwareincident responsetroubleshootingcustomer tickets
Deal Breakers
Working knowledge of relevant operating systems, Ability to troubleshoot and think critically, Strong customer service and communication (phone etiquette, writing, active listening), Must align to ITIL best practices
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