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Alertus Technologies

Posted 1 day ago

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Technical Support Analyst II (Hardware & Field Service)

BaltimoreOn-siteFull-time

AI Summary

Provides remote and on-site technical support for hardware and firmware issues, including customer site diagnostics, deployment, and replacement, while maintaining case logs and knowledge base articles.

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. Reporting to the Technical Support Manager, the Technical Support Analyst II role combines remote technical assistance with on-site deployment and hardware troubleshooting, serving as a key resource for customer project startups, field diagnostics, and hardware replacement.

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 requires frequent travel to customer sites (up to 50%), with occasional adjustment of work hours to support project schedules.


A Day in the Life:

  • Travel to customer sites for new startups, on-site diagnostics, and hardware replacements.
  • Investigate and resolve escalated hardware and firmware integration issues.
  • Handle incoming support calls, emails, and screen shares to prioritize and resolve cases.
  • Provide hands-on and remote advice on wiring and configuring hardware.
  • Partner with engineering teams on testing, fault replication, and product development.
  • Maintain detailed case logs and update knowledge base articles.
  • Conduct post-startup check-ins and technical assurance reviews.
  • Perform additional tasks as assigned.

    • Required Skills & Abilities:

  • Proficient in hardware assembly, circuit/wiring diagnostics, low-voltage power supply, and peripheral integration.
  • Willingness to travel up to 50% for on-site startups and emergency troubleshooting.
  • Flexibility to work adjusted shifts and join an on-call rotation (nights, weekends, and holidays).
  • Clear technical communication skills for both technical and non-technical audiences.
  • Strong customer service orientation.
  • Strong analytical and critical thinking skills for root-cause diagnosis.
  • Ability to work both independently and collaboratively.
  • Ability to multitask and prioritize in a fast-paced environment.
  • Ability to lift up to 50 lbs and hold a valid driver's license.
  • Experience with ticketing systems and remote support tools.

    • Desired Skills:

  • Windows, Linux, or macOS administration
  • REST & API integrations
  • Windows workstation deployment and administration
  • Web application support
  • Cisco or Avaya VoIP solutions
  • Small electronics and IoT device support
  • Active Directory and Windows Domain services
  • Scripting and automation (PowerShell, Python, etc.)
  • Networking, databases, and application architecture principles
  • Networking protocols (DNS, DHCP, HTTP(S), TLS/SSL)
  • Root cause and server log analysis
  • IT security principles and network policies

    • Education and Experience:

  • Bachelor’s Degree in Computer Science, Computer or Electrical Engineering, Information Technology or related field
  • CompTIA A+ (hardware/OS fundamentals), CompTIA Network+, Security+
  • 4 - 7 years prior experience working in a technical help desk environment and troubleshooting hardware

    • 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 Home Buying Incentive
  • Employee Referral Bonuses
  • Flex Scheduling

    • Skills

    Active DirectoryAvaya VoIPCircuit DiagnosticsCisco VoIPCompTIA A+CompTIA Network+DHCPDNSHardware AssemblyHTTP(S)IoT Device SupportIT Security PrinciplesLinux AdministrationLow-voltage Power SupplyMacOS AdministrationNetworking ProtocolsNetwork PoliciesPeripheral IntegrationPowerShell ScriptingPython ScriptingRemote Support ToolsREST & API IntegrationsSecurity+Server Log AnalysisTicketing SystemsTLS/SSLWindows AdministrationWindows Domain ServicesWindows Workstation DeploymentWiring And Configuration

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