Alertus16mo ago

USD 64000–80000/yr

Technical Support Analyst II

United States·BaltimoreFull-Timemid

OtherCustomer SuccessTechnical Support AnalystTechnical Support

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Quick Summary

Overview

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.

Technical Tools

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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.

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 is an office based role and requires reporting to our HQ in Baltimore daily. This position may possibly require adjusted work hours. Technical support coverage ranges from 7am-7pm EST.

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

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.

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.)

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

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

Additional Information:

All applicants who wish to be employed by Alertus, regardless of work location, must be fully vaccinated or in the progress of vaccination by the first day of their employment (some exceptions may be considered if within the guidelines of the company policy). Proof of vaccination or exemption must be provided prior to their start date.

Protecting people from harm is what we do. It's our mission and our passion. As a company dedicated to developing advanced technologies to help save lives, we feel strongly that our employees protect themselves and others from a potentially fatal virus. We encourage everyone who can safely do so to vaccinate against COVID-19.

Alertus Technologies is an Equal Opportunity/Affirmative Action Employer. All applicants will be considered for employment without attention to race, color, sex, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

All your information will be kept confidential according to EEO guidelines.

AT THIS TIME, ALERTUS DOES NOT PROVIDE VISA SPONSORSHIP