Technical Support Analyst II (Hardware & Field Service)
Job Location:
Baltimore, MD - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
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 companys success and impact countless peoples lives safety and well-being. We aim for a positive collaborative environment that allows employees to work across departments easily and effectively.
We are looking for a motivated troubleshooter to play a critical role in driving Alertus rapid growth. Reporting to the Technical Support Manager the Technical Support Analyst II role combines remote technical assistance with on-site deployment and hardware troubleshooting serving as a key resource for customer project startups field diagnostics and hardware replacement.
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 requires frequent travel to customer sites (up to 50%) with occasional adjustment of work hours to support project schedules.
- Travel to customer sites for new startups on-site diagnostics and hardware replacements.
- Investigate and resolve escalated hardware and firmware integration issues.
- Handle incoming support calls emails and screen shares to prioritize and resolve cases.
- Provide hands-on and remote advice on wiring and configuring hardware.
- Partner with engineering teams on testing fault replication and product development.
- Maintain detailed case logs and update knowledge base articles.
- Conduct post-startup check-ins and technical assurance reviews.
- Perform additional tasks as assigned.
- Proficient in hardware assembly circuit/wiring diagnostics low-voltage power supply and peripheral integration.
- Willingness to travel up to 50% for on-site startups and emergency troubleshooting.
- Flexibility to work adjusted shifts and join an on-call rotation (nights weekends and holidays).
- Clear technical communication skills for both technical and non-technical audiences.
- Strong customer service orientation.
- Strong analytical and critical thinking skills for root-cause diagnosis.
- Ability to work both independently and collaboratively.
- Ability to multitask and prioritize in a fast-paced environment.
- Ability to lift up to 50 lbs and hold a valid drivers license.
- Experience with ticketing systems and remote support tools.
- Windows Linux or macOS administration
- REST & API integrations
- Windows workstation deployment and administration
- Web application support
- Cisco or Avaya VoIP solutions
- Small electronics and IoT device support
- Active Directory and Windows Domain services
- Scripting and automation (PowerShell Python etc.)
- Networking databases and application architecture principles
- Networking protocols (DNS DHCP HTTP(S) TLS/SSL)
- Root cause and server log analysis
- IT security principles and network policies
- Bachelors Degree in Computer Science Computer or Electrical Engineering Information Technology or related field
- CompTIA A (hardware/OS fundamentals) CompTIA Network Security
- 4 - 7 years prior experience working in a technical help desk environment and troubleshooting hardware
- 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 Home Buying Incentive
- Employee Referral Bonuses
- Flex Scheduling
Required Experience:
IC
About Company
Alertus Mass Notification helps you keep people safe, informed, and protected during a critical incident. Alertus IP-based alerting solutions deliver immediate and effective emergency mass notification directly to wherever people are—onsite or mobile.
