Technical Support Analyst

Company Description When minutes matter, seconds count. As a pioneer and market leader in mass notification, our mission is to empower organizations to protect lives, secure assets, and maintain business continuity. Alertus is experiencing unprecedented growth in all markets, and we're looking for like-minded individuals who take pride in offering well-developed and invaluable life safety products to an engaged customer base.

Job Description We are looking for a motivated troubleshooter to play a critical role in driving Alertus' rapid growth. The Technical Support Analyst 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 is expected to cover the shift from 10:30am-7pm EST.

A Day in the Life:

• Troubleshoot both Alertus hardware and software solutions with the customer to resolve technical roadblocks
• Provide exceptional customer service via phone, email, and screen share tools
• Collaborate with the Product Development team to identify, diagnose, and resolve any software or hardware faults
• Prioritize support requests in our Salesforce ticketing system based on set levels of immediacy
• Support colleagues during the testing, troubleshooting, and problem replication phases of product life cycles
• Provide guidance to customers on installing Alertus solutions
• Collect and analyze detailed information to categorize and document requests
• Proactively analyze recurring issues and create innovative solutions
• Develop written checklists for typical problems and recommend procedures and controls for problem prevention
• Research open issues thoroughly and quickly address those issues toward an accurate resolution
• Leverage existing toolset to grow Alertus solution knowledge base

Required Skills:

• 3-5 years prior experience working in a technical help desk or call center environment
• Flexibility to work different shifts
• Ability to participate in mandatory on-call rotation to maintain support coverage during nights, weekends, and company holidays
• Ability to communicate technical topics to both technical and non-technical audiences via phone, email, etc
• Strong customer service mindset Proficiency in core networking concepts such as DNS, DHCP, HTTP(S), and TLS
• Ability to multitask and prioritize in a fast-paced, ever changing environment
• Knowledge of IT security principles and policies that impact network environments
• Experience in the administration process of Windows domain and Active Directory

Desired Skills:

• Understanding of Linux and MacOS Administration
• Experience with Active Directory design and administration tasks
• Ability to develop expertise in application support involving REST and API integrations
• Windows Workstation Deployment and Administration skills
• Experience with supporting web applications
• Experience with Cisco and/or Avaya VOIP solutions
• Small electronics or IoT device support experience

Education and Experience:

• Bachelor’s degree in STEM or related technical field such as Computer Science, Computer and/or Electrical Engineering, Information Technology
• Net+, Security+, or similar certification
• 3-5 years prior experience working in a technical help desk or call center environment

Alertus Career Advantages:

• Competitive salary
• Unlimited PTO
• Business casual environment
• Being part of a fast-paced and growing company
• Rewarding experience of bringing life-saving solutions to schools and organizations worldwide
• Regular company social and team-building events
• Circle of Excellence Rewards Trip