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 callsResearch, analyze & resolve Alertus hardware & software issues escalated from lower-tiered supportSupport lower-tiered Support Analysts assisting customers via phone, email, and screen shareCollaborate with Support Lead & colleagues to identify, diagnose, & resolve software or hardware issuesPrioritize assigned cases & escalate to higher-tiered support or Support Lead as neededSupport colleagues during testing, troubleshooting, and problem replication phases of product life cyclesProvide guidance to customers on installing & configuring Alertus solutionsCollect & analyze detailed information to categorize and document requestsCreate, review & update knowledge base articles for both internal and customer useConduct Assurance Reviews with Alertus customersLeverage knowledge & experiences to grow the Alertus knowledge baseLeverage skills in technical leadership / case management
Required Skills:
Flexibility to work different shiftsAbility to participate in mandatory on-call rotation to maintain support coverage during nights, weekends, & company holidaysAbility 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 issuesAbility to work independently and as part of a team Proficient understanding of IT concepts including networking, databases and application architectureStrong understanding of networking concepts such as DNS, DHCP, HTTP(S), TLS/SSL CertificatesProficient in Root Cause & Server Log AnalysisAbility to multitask & prioritize in a fast-paced, ever changing environmentUnderstanding of IT Security Principles and Policies that impact network environmentsExperience with ticketing systems and remote support tools
Desired Skills:
Understanding of Windows, Linux and/or macOS AdministrationApplication Support involving REST and API integrationsWindows Workstation Deployment and Administration skillsWeb Application supportCisco and/or Avaya VoIP solutions supportSmall electronics or IoT device support experienceWindows Domain & Active Directory ServicesScripting & Automation knowledge (Powershell, Python, etc.)
Education and Experience:
Bachelor’s Degree in Computer Science, Computer or Electrical Engineering, Information Technology or related fieldA+, 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 OffPaid Holidays401(k) Retirement Plan Medical, Dental, and Vision PlansShort-term Disability, Accident, Hospital, and Cancer InsuranceLive Near Your Work HomeBuying IncentiveEmployee Referral BonusesFlex 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
