Incident Response Specialist

7 days ago

Austin, Texas, United States Caliber Sourcing Full time
Job Summary

As an Incident Response Specialist at Caliber Sourcing, you will be 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. You will work closely with customers and teammates to determine improvement areas in capabilities and processes, and resolve customer requests and incidents with a high sense of urgency and ownership.

Key Responsibilities

• 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 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 improvement and growth.
• Align to ITIL best practices.

Requirements

• Working knowledge of relevant operating systems.
• Attention to detail.
• Good organization, time management, and prioritization.
• Ability to troubleshoot and think critically.
• Effective communication skills, including phone etiquette, writing, and active listening.
• Great customer services skills.
• Thrives in a fast-paced environment.
• Continually seeking new knowledge curious by nature.

Preferred Qualifications

• Positive attitude with a strong sense of urgency and ownership of quality work deliverables.
• Excellent verbal and written communications skills.
• Associate degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required.
• 1-3 years of system administration, network, or database administration experience.
• 2 -3 years of Customer Service experience.
• 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, VMWare and/or other virtualization technologies, Linux (or other *nix platforms), VLAN's, ACL's, IP subnets, Networking and Switching concepts, Load Balancing, Firewall Configuration (Fortigate, Cisco ASA).

Benefits

• Medical, Telehealth, Dental and Vision.
• 401(k).
• Health Savings Accounts (HAS) and Flexible Spending Accounts (FSA).
• Life and AD&D.
• Short Term and Long-Term disability.
• Flex Paid Time Off (PTO).
• Leave of Absence.
• Employee Assistance Program.
• Wellness Program.
• Rewards and Recognition Program. Benefits are subject to change at the Company's discretion.

EEO Statement

Caliber Sourcing 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:
Chemical
Electrical
Ergonomics
Climb ladders
Mechanical lift
Noise
Temperature Extremes
Trip/Fall
Driving (must possess valid driver's license and insurance)

Other:
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