Technical Support Analyst I

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. 

• Answer incoming Support calls
• Research, analyze & resolve Alertus hardware & software issues via phone, email, and screen share
• Collaborate with Support Lead and colleagues to identify, diagnose, & resolve software or hardware faults
• Prioritize assigned cases & escalate to higher-level support as needed
• Provide guidance to customers on installing & configuring Alertus solutions
• Partner with Account Managers & Sales to move Pending Customer cases forward to resolution
• Collaborate with Technical Support Manager to schedule Assurance Reviews for Alertus customers
• Assist with Assurance Monitoring cases & assist in improving the overall process
• Create knowledge base articles for both internal and customer use

• 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 
• Understanding of core networking concepts such as DNS, DHCP, HTTP(S), TLS/SSL Certificates
• Ability to multitask & prioritize in a fast-paced, ever changing environment

• Understanding of Windows, Linux and macOS Administration
• Ability to develop expertise in Application Support involving REST and API integrations
• Understanding of Windows Workstation Deployment and Administration skills
• Ability to develop expertise in supporting Web Applications
• Small electronics or IoT device support experience
• Knowledge of Windows Domain & Active Directory Services

• Bachelor’s Degree in Computer Science, Computer or Electrical Engineering, Information Technology or related field
• A+, Net+, ITIL Foundation or similar certification(s)
• 2 - 5 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