Technical Support Analyst II

Job Posted 5 Days Ago Reposted 5 Days Ago
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Baltimore, MD
Mid level
Hardware • Security • Software
The Role
The Technical Support Analyst II is responsible for troubleshooting hardware and software issues, providing customer support, and documenting processes while working flexibly within a team.
Summary Generated by Built In
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 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


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

Top Skills

APIs
Application Architecture
Databases
Dhcp
Dns
Http(S)
Linux
macOS
Networking
Powershell
Python
Remote Support Tools
Rest
Ticketing Systems
Tls/Ssl
Windows
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The Company
HQ: Baltimore, MD
104 Employees
On-site Workplace
Year Founded: 2002

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.

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