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Alertus Technologies

Posted 16 months ago

Open

Technical Support Analyst II

BaltimoreOn-siteFull-time

AI Summary

Troubleshooter responsible for diagnosing and resolving hardware and software issues for Alertus customers, providing strong technical leadership and high-quality support across phone, email, and screen share.

About this role

Company Description

At Alertus, protecting people from harm is our mission and our passion. As the leader in mass notification, we are committed to providing customizable, scalable, and cost-effective solutions, as we know even a few seconds of warning can help save lives during an emergency.
Our employees are integral to the company’s success and impact countless people's lives, safety, and well-being. We aim for a positive, collaborative environment that allows employees to work across departments easily and effectively.

Job Description

We are looking for a motivated troubleshooter to play a critical role in driving Alertus' rapid growth. The Technical Support Analyst I will report to the Technical Support Manager and will be a key player in bringing our mission to life. In this role, you will be responsible for keeping our customers’ installed Alertus systems at full readiness by combining deep technical knowledge with exceptional customer service.
Our ideal candidate is a technical, versatile problem-solver with a strong desire to always provide the best and most efficient customer service.
This position may possibly require adjusted work hours. Technical support coverage ranges from 7am-7pm EST.

A Day in the Life:

  • Answer incoming Support calls
  • Research, analyze & resolve Alertus hardware & software issues escalated from lower-tiered support
  • Support lower-tiered Support Analysts assisting customers via phone, email, and screen share
  • Collaborate with Support Lead & colleagues to identify, diagnose, & resolve software or hardware issues
  • Prioritize assigned cases & escalate to higher-tiered support or Support Lead as needed
  • Support colleagues during testing, troubleshooting, and problem replication phases of product life cycles
  • Provide guidance to customers on installing & configuring Alertus solutions
  • Collect & analyze detailed information to categorize and document requests
  • Create, review & update knowledge base articles for both internal and customer use
  • Conduct Assurance Reviews with Alertus customers
  • Leverage knowledge & experiences to grow the Alertus knowledge base
  • Leverage skills in technical leadership / case management
  • Other duties as assigned

    • Required Skills & Abilities:

  • Flexibility to work different shifts
  • Ability to participate in mandatory on-call rotation to maintain support coverage during nights, weekends, & company holidays
  • Ability to communicate technical topics to both technical & non-technical audiences via phone, email, etc.
  • Strong customer service mindset
  • Strong analytical and critical thinking skills to diagnose root cause of issues
  • Ability to work independently and as part of a team
  • Proficient understanding of IT concepts including networking, databases and application architecture
  • Strong understanding of networking concepts such as DNS, DHCP, HTTP(S), TLS/SSL Certificates
  • Proficient in Root Cause & Server Log Analysis
  • Ability to multitask & prioritize in a fast-paced, ever changing environment
  • Understanding of IT Security Principles and Policies that impact network environments
  • Experience with ticketing systems and remote support tools
  • Ability to travel on occasion.

    • Desired Skills:

  • Understanding of Windows, Linux and/or macOS Administration
  • Application Support involving REST and API integrations
  • Windows Workstation Deployment and Administration skills
  • Web Application support
  • Cisco and/or Avaya VoIP solutions support
  • Small electronics or IoT device support experience
  • Windows Domain & Active Directory Services
  • Scripting & Automation knowledge (Powershell, Python, etc.)

    • Education & Experience:

  • Bachelor’s Degree in Computer Science, Computer or Electrical Engineering, Information Technology or related field
  • A+, Net+, ITIL Foundation or similar certification(s)
  • 4 - 7 years prior experience working in a technical help desk environment

    • Alertus Career Advantages:

  • Unlimited Paid Time Off
  • Paid Holidays
  • 401(k) Retirement Plan
  • Medical, Dental, and Vision Plans
  • Short-term Disability, Accident, Hospital, and Cancer Insurance
  • Live Near Your Work HomeBuying Incentive
  • Employee Referral Bonuses
  • Flex Scheduling

    • Skills

    A+/Net+ (or Equivalent)Application ArchitectureAssurance ReviewsCustomer ServiceDatabase ConceptsDHCPDNSHTTP/SITIL FoundationsIT Security PrinciplesKnowledge Base MaintenanceLinux AdministrationMacOS AdministrationNetworkingRemote Support ToolsREST And API IntegrationsRoot-cause AnalysisScripting (PowerShell, Python)Server Log AnalysisTicketing SystemsTLS/SSLTroubleshootingWindows Administration

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