About this role
This role performs initial incident analysis and triage for customer calls, monitoring alerts, and tickets. The analyst provides timely, clear customer communications, documents troubleshooting and resolution, and escalates issues to Level 2 when needed while aligning to ITIL best practices.
Key Responsibilities
- Provides initial analysis and triage for calls, alerts, and tickets
- Communicates clearly with customers and sets expectations
- Documents resolutions and proactive status updates
- Collaborates with Level 2 support and internal teams
- Resolves incidents with urgency and aligns to ITIL best practices
Technical Overview
You will troubleshoot across operating systems and customer environments using command-line and remote access tools such as SSH, Telnet, SCP, Remote Desktop, and FTP, with exposure to Microsoft Server Technologies and VMware. The position emphasizes proactive incident resolution, monitoring, and maintaining strong troubleshooting documentation.
Ideal Candidate
The ideal candidate is an entry-level IT support professional with strong troubleshooting and documentation skills, comfortable triaging customer tickets and alerts, and collaborating with Level 2 support. They have working knowledge of operating systems and practical command-line/network troubleshooting experience, with familiarity or alignment to ITIL best practices.
Must-Have Skills
working knowledge of relevant operating systemsattention to detailgood organizationtime managementand prioritizationability to troubleshoot and think criticallyeffective communication skillsphone etiquettewritingactive listeninggreat customer services skillsthrives in a fast-paced environmentAlign to ITIL best practices
Nice-to-Have Skills
positive attitude with a strong sense of urgency and ownershipexcellent verbal and written communications skillsNetwork +Security +CCNAMicrosoft MCPMicrosoft MCSAuse of command line tools such as CMDTelnetSSHGITSCPPowershellBashVBScript language skillsRemote DesktopFTPVMware
Tools & Platforms
CMDTelnetSSHGITSCPPowerShellBashVBScriptRemote DesktopFTPVMwareMicrosoft Server Technologies
Required Skills
initial analysistriage for incoming customer callsmonitoring alertscustomer submitted ticketstroubleshooting documentationescalateLevel 2 supportdocumentationITIL best practicesoperating systemstroubleshootingcritical thinkingphone etiquettewritingactive listeningcustomer servicetime managementprioritizationcommand line tools (CMDTelnetSSHGITSCP)PowerShellBashVBScriptRemote DesktopFTPMicrosoft Server TechnologiesVMware
Hard Skills
initial analysistriage for incoming customer callsmonitoring alertscustomer submitted ticketstechnical troubleshooting documentationincident resolutionmonitoringproactive incident resolutionescalationdocumentationresolution documentationcustomer communicationsLevel 2 support collaborationITIL best practicessystem administrationnetwork troubleshootingdatabase troubleshootingoperating systemscommand line tools such as CMDTelnetSSHGITSCPPowerShellBashVBScriptRemote DesktopFTPMicrosoft Server TechnologiesVMware
Soft Skills
attention to detailgood organizationtime managementprioritizationability to troubleshoot and think criticallyeffective communication skillsphone etiquettewritingactive listeninggreat customer services skillsquick and friendly communicationhigh sense of urgencyownershipteam playercollective improvement and growthcollaborate with customers and teammatescontinually seeking new knowledge
Certifications
Preferred
Network+Security+CCNAMicrosoft Certified Professional (MCP)Microsoft Certified Solutions Associate (MCSA)
Keywords for Your Resume
Incident Response AnalystIncident Responseinitial analysistriagemonitoring alertscustomer submitted ticketstroubleshooting documentationescalate if neededLevel 2 supportITILITIL best practicesoperating systemstroubleshootthink criticallyphone etiquetteactive listeningcommand line toolsSSHTelnetSCPGITRemote DesktopFTPVMwareMicrosoft Server TechnologiesNetwork+Security+CCNA
Deal Breakers
Working knowledge of relevant operating systems, Must align to ITIL best practices, Must have effective communication skills including phone etiquette and active listening, Must be able to work in a fast-paced environment
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