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.
*This is an office-based role when not traveling to customer sites.
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