Technical Support Analyst

We are looking for an all-star 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 maintaining installed Alertus solutions at full readiness by combining your technical knowledge with exceptional customer service.  

This is a technical-expertise role where providing customer support is key to building and maintaining our rapid customer growth.  Our ideal candidate is a self-motivated, problem solver with a strong desire to always learn more and drive incredible service for Alertus’ customers.

Success Within Six Months:

  • Troubleshoot both hardware and software Alertus solutions with the customer point of contact 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 ticketing system based on set levels of immediacy
  • Support peers during the testing, troubleshooting, and problem replication phases of product life cycles
  • Autonomously or collaboratively exercise sound professional judgement in analysis of problems
  • Provide guidance to customers on best practices installing Alertus solutions
  • Decide the proper level of maintenance required to solve a problem and get things done
  • Collect detailed information to categorize and document requests
  • Proactively analyze recurring issues and come up with innovative solutions when needed
  • Develop written checklists for typical problems and recommend procedures and controls for problem prevention
  • Research open issues thoroughly and quickly move those issues toward an accurate resolution
  • Leveraging existing tool set to continue to grow depth of knowledge around Alertus solutions
  • Document your experience troubleshooting Alertus products in our customer facing documentation repository

You will achieve this success by:

  • Communicating technical topics via verbal, conversational and written media to both technical and non-technical audiences
  • Having a strong customer service mindset
  • Having a firm proficiency in core networking concepts such as DNS, DHCP, HTTP(S), and TLS
  • Being detail oriented, organized, and have the ability to multitask
  • Developing your experience with application support involving REST and API integrations
  • Building out your knowledge of IT security principles and policies that impact network environments
  • Having knowledge of basic electrical and audio signal troubleshooting
  • Understanding the administration process of Windows domain and accounts
  • Leveraging your experience with Active Directory design and administration tasks
  • Demonstrating advanced Windows Workstation Deployment and Administration skills
  • Having a basic understanding of Linux and OSX Administration
  • Performing general technical support and Help Desk duties
  • Having experience as a field technician
  • Possessing or working towards a Net+, Security+, or similar certification 

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