Alertus Technologies, a pioneer and ascending market leader in emergency mass notification solutions, is experiencing unprecedented growth in our target markets. We are looking for like-minded individuals committed to contributing to a positive fast-paced environment, who take pride in offering well-developed and invaluable life safety products to an engaged customer base.
This is not a call center - We are an enterprise solution and we expect our customers to get top notch service. Our end-users that call in for support typically hold an emergency management or IT role within the customer’s organization. Therefore, we are looking for a candidate who is very talented and should be able to demonstrate a true passion for their chosen field.
The Job:
- Troubleshoot Hardware and Software issues directly with System Administrators, and other customer staff members
- Work directly with Development Team to report and resolve Hardware and/or Software bugs
- Will serve as escalation point to Technical Support Analyst II issues
- Use your own discretion to effect timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns
- Provide technical leadership and training for your fellow technical support analysts
- Collect detailed information to categorize request and determine method of resolution
- Exercise sound professional judgment in analysis of problem in order to: (1) attempt hardware/software solution by phone, or (2) decide proper level of maintenance required to solve problem
- Support peers during testing, troubleshooting and problem replication phases tasks
- May require travel up to 10%.
Ultimately we're looking for someone who possesses the good balance of people / technical skills. This is a great job opportunity with growth potential in a small but experienced company, working with a core team of progressive innovators. If your long term goal isn't in support, that's fine. We have growth opportunities within the organization to support the candidate’s career progression. This candidate is expected to become an instrumental part of our company in a relatively short period of time. We will want to retain this employee and you will have flexibility to adjust your position over time into positions such as the following:
- Hardware Engineer
- Design Hardware solutions
- Programmer
- Automating production processes
- Extending customer portal and CRM System
- Misc Web Development
- System Administrator
- Maintain internal IT infrastructure
- Setup/Manage Active Directory
- Linux administration especially helpful
- Creating VMs / Drive Images
- Security "Ethical Hacker"
- Implementation Specialist
- Program manager, technical lead, and trainer to new customers
- Sales Engineer
- Technical Lead for Sales Team
- QA Engineer
Preferred Skills and Experience:
- Advanced understanding of networking concepts such as DNS, DHCP, and HTTP(S), and TLS.
- Application support involving API integrations (REST, SOAP)
- Working knowledge of IT security principles and policies that impact our customers’ network environments.
- Hardware and/or Software tinkerer
- Hardware and/or Software testing, maintenance, and repair skills
- Knowledge of basic electrical and audio signal troubleshooting
- Administration of Windows domain and accounts
- Administration and troubleshooting of Windows software
- General understanding of Active Directory design and administration
- Advanced Windows Workstation Deployment and Administration
- Linux and OSX Administration
- Network troubleshooting and management
- General technical support and Help Desk duties
- Communicating technical topics via verbal, conversational and written media to various audiences is required
- Strong customer service orientation and ability to interact well with diverse end-users and technical staff are required
- Field technician experience
- Net+, Security+, A+, CISM, or similar certification
Education and Experience:
- 6-8 years experience preferred in customer service with a focus on one or more of the following: Hardware Support, Software Support, Application Support
- 4 year degree preferred but not required
Alertus Career Advantages:
- Business Casual Environment
- Generous Vacation Plan
- Being Part of a Fast-Paced and Growing Company Setting
- Rewarding Experience Improving the Lives and Safety of Others
- Regular Company Social and Team Building Events
EEO/AA employer M/F/D/V
ALERTUS TECHNOLOGIES IS AN E-VERIFY EMPLOYER