Company Description
When minutes matter, seconds count. As a pioneer and market leader in mass notification, our mission is to empower organizations to protect lives, secure assets, and maintain business continuity. Alertus is experiencing unprecedented growth in all markets, and we're looking for like-minded individuals who take pride in offering well-developed and invaluable life safety products to an engaged customer base.
Job Description
We are looking for a high-level technical expert to play a critical role in driving Alertus' rapid growth. The Senior 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 keeping our customers’ installed Alertus systems at full-readiness by combining deep technical knowledge with exceptional customer service.
This is a senior-level role which provides highly-technical support to Alertus’ amazing customer base with emphasis on our VoIP integrations. Our ideal candidate is a deeply technical, versatile problem-solver with a strong desire to always provide the best and most efficient customer service.
Travel to our Baltimore office 2-3 days per week is required. Candidates must be located in DC/MD/VA.
A Day in the Life:
- Troubleshoot both Alertus hardware and software solutions with the customer to resolve technical roadblocks
- Provide exceptional customer service via phone, email, and screen share tools
- Collaborate with Product Development team to identify, diagnose, and resolve any software or hardware faults
- Prioritize support requests in our Salesforce ticketing system based on set levels of immediacy
- Support colleagues during the testing, troubleshooting, and problem replication phases of product life cycles
- Provide guidance to customers on installing Alertus solutions
- Collect and analyze detailed information to categorize and document requests
- Proactively analyze recurring issues and create innovative solutions
- Develop written checklists for typical problems and recommend procedures and controls for problem prevention
- Research open issues thoroughly and quickly address those issues toward an accurate resolution
- Leverage existing tool set to grow Alertus solution knowledge base
Required Skills:
- Ability to communicate technical topics to both technical and non-technical audiences via phone, email, etc.
- Strong customer service mindset
- Deep proficiency in core networking concepts such as DNS, DHCP, HTTP(S), and TLS
- Ability to multitask and prioritize in a fast-paced, ever changing environment
- Knowledge of IT security principles and policies that impact network environments
Desired Skills:
- Advanced understanding of Linux and MacOS Administration
- Experience with Active Directory design and administration tasks
- Ability to develop expertise in application support involving REST and API integrations
- Advanced Windows Workstation Deployment and Administration skills
- Experience with supporting web applications
- Experience with Cisco and/or Avaya VOIP solutions
- Small electronics or IoT device support experience
Education and Experience:
- Bachelor’s degree in STEM or related technical field
- Net+, Security+, or similar certification
- 5-7 years experience in a Technical Support position, preferably with a few years experience in a senior technical support role.
- Experience in the administration process of Windows domain and accounts
Alertus Career Advantages:
- Competitive salary
- Business casual environment
- Generous vacation plan
- Being part of a fast-paced and growing company
- Rewarding experience of bringing life-saving solutions to schools and organizations worldwide
- Regular company social and team-building events
- Circle of Excellence Rewards Trip
Alertus Technologies is subject to the Federal Contractor and Emergency Temporary Standard (ETS) requirements of the Federal Mandate for COVID-19 Vaccination. 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. It's 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 COVID-19.
All your information will be kept confidential according to EEO guidelines.
EEO/AA Employer M/F/D/V
AT THIS TIME, ALERTUS DOES NOT PROVIDE VISA SPONSORSHIP
