Alertus Technologies is a pioneer and ascending market leader in mass notification solutions. When emergencies occur, our products protect the lives of countless staff, students, and personnel. Join an organization where we are passionate about offering well-developed products to our clients and are obsessed with customer satisfaction.

Each individual in our organization has an integral role in the company's success and a direct impact on the life, safety, and well being of countless people at numerous institutions and corporations. We are an extremely loyal team that believes in promoting from within and investing in our employees. 

We are looking for a motivated troubleshooter 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 keeping our customers’ installed Alertus systems at full-readiness by combining deep technical knowledge with exceptional customer service.

Our ideal candidate is a technical, versatile problem-solver with a strong desire to always provide the best and most efficient customer service.

This is a remote opportunity with occasional travel to the office post Covid-19. Candidates must be located in the DC/MD/VA area. This position may possibly require adjusted work hours. Technical support coverage ranges from 7am-7pm EST. 

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

What You’ll Need:

• Bachelor’s degree in STEM or related technical field
• Net+, Security+, or similar certification
• 2-4 years experience in a Technical Support position
• Ability to communicate technical topics to both technical and non-technical audiences via phone, email, etc.
• Strong customer service mindset 
• 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
• Experience in the administration process of Windows domain and accounts

Nice to Haves:

• 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
• Windows Workstation Deployment and Administration skills
• Experience with supporting web applications 

The Perfect Candidate Has:

• Experience with Cisco and/or Avaya VOIP solutions
• Small electronics or IoT device support experience 

EEO/AA Employer M/F/D/V