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
Required Skills:
- 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
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 and 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
Top Skills
What We Do
Alertus - Redefining Mass Notification for 20+ Years
Our Mission is to enable organizations to disseminate information to help protect lives, secure assets, and maintain business continuity.
OUR MISSION IS PERSONAL.
We are committed to providing customizable, scalable, and cost-effective mass notification solutions because we know even a few seconds of warning can help save lives during an emergency.
In 2001, an F3 tornado ripped through the University of Maryland campus. There was no warning, and two students — sisters — were killed. The tornado caused dozens of injuries and millions of dollars in damages.
An idea was born to engineer a mass notification solution that can be implemented anywhere and activated quickly to help prevent another tragedy.
Alertus was founded in 2002 and has focused its efforts on developing superior lifesaving notification solutions ever since.
Alertus' dedicated teams of safety, security, and technology leaders are committed to continuously raising the bar for mass notification. Our technology is state of the art, with interoperable software solutions that help tie legacy systems into our next-generation audible and visual notification hardware.
It's not enough for us for our customers to have our products. As their trusted partner in mass notification, we want to ensure customers are at peak readiness with the training and support they need to get critical notifications out at a push of a button. We offer pre-sales professional services, ongoing customer training, and 24/7 customer support.