Technical Support Analyst II (Hardware & Field Service)

@ Alertus Technologies
Alertus Technologiesalertustechnologies.com

Technical Support Analyst II (Hardware & Field Service)

Baltimore, MD
Posted 2 weeks ago

About the job

Alertus specializes in mass notification solutions, focusing on safety and emergency alerts. The Technical Support Analyst II role involves remote support, hardware troubleshooting, and on-site customer work to ensure system success.

Requirements

  • Hardware assembly and diagnostics
  • Travel up to 50%
  • Technical communication skills
  • Customer service orientation
  • Experience with ticketing systems

Qualifications

  • Bachelor’s degree in relevant field
  • CompTIA A+ certification
  • 4-7 years help desk experience
  • Troubleshooting hardware skills

Full 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 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. 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. 

*This is an office-based role when not traveling to customer sites. 



A Day in the Life:

  • 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.

    • Required Skills & Abilities:

  • 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 driver's license.
  • Experience with ticketing systems and remote support tools.

    • Desired Skills:

  • 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

    • Education and Experience:

    • Bachelor’s 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

    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 Home Buying Incentive
    • Employee Referral Bonuses
    • Flex Scheduling

    Additional Information:

    Our approach to Artificial Intelligence. We value the human element of our hiring process. We do not use AI to screen applications or replace human judgment in our selection, and all final decisions are made by real people. We ask that you approach your application with the same spirit. The use of AI to answer interview questions during the interview or to take technical assessment tests is strictly prohibited and can result in the immediate disqualification of your candidacy. As a reminder, recording conversations is illegal in many states without dual party consent.

    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.

    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

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