Technical Support Analyst II
Technical Support Analyst II
Posted on :
07-04-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
07-04-2025
Job Description
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 costeffective solutions as we know even a few seconds of warning can help save lives during an emergency.
Our employees are integral to the companys success and impact countless peoples lives safety and wellbeing. 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 problemsolver 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 7am7pm EST.
A Day in the Life:
- Answer incoming Support calls
- Research analyze & resolve Alertus hardware & software issues escalated from lowertiered support
- Support lowertiered 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 highertiered 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 oncall rotation to maintain support coverage during nights weekends & company holidays
- Ability to communicate technical topics to both technical & nontechnical 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 fastpaced 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:
- Bachelors 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
- Shortterm Disability Accident Hospital and Cancer Insurance
- Live Near Your Work HomeBuying Incentive
- Employee Referral Bonuses
- Flex Scheduling
$64000 $80000 a year
The referenced base salary range represents the low and high end of Alertus salary range for this position. Not all candidates will be eligible for the upper end of the salary range. Exact salary will depend on several factors which may include the successful candidates geographic location skills work experience market conditions education/training and other qualifications.
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. Its 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 COVID19.
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
Required Experience:
IC
Employment Type
Full-Time
Key Skills
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