Technical Support Analyst II

Alertus; Baltimore (MD); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Unlimited paid time off

Flex scheduling

401(k) retirement plan

Employee referral bonuses

Job summary

Alertus is seeking a Technical Support Analyst I to join their team in Baltimore. This office-based role requires daily presence at HQ and covers technical support from 7 am to 7 pm EST.

As a critical player, you will ensure customers' Alertus systems are fully operational by leveraging your technical skills and customer support experience. The suitable candidate will demonstrate proficiency in various IT concepts and networking knowledge while embracing a strong customer service mindset.

Qualifications

• 4-7 years of experience in a technical help desk environment.
• Strong analytical and critical thinking skills.
• Ability to work independently and in a team.

Responsibilities

• Answer incoming support calls.
• Resolve hardware and software issues.
• Support lower-tiered Support Analysts.

Skills

Analytical skills

IT concepts

Networking knowledge

Critical thinking

Customer service

Multitasking

Ticketing systems

Windows administration

Scripting knowledge

Education

Bachelor’s degree in Computer Science

A+, Net+, ITIL Foundation certifications

Tools

Remote support tools

Cisco VoIP

Avaya VoIP

REST APIs

Job description

Job Description

We are looking for a motivated troubleshooter to play a critical role in driving Alertus' rapid growth. The Technical Support Analyst I will report to the Technical Support Manager and will be a key player in bringing our mission to life. This office-based role requires reporting to our HQ in Baltimore daily. Technical support coverage ranges from 7am-7pm EST. 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.

Responsibilities

• Answer incoming support calls.
• Research, analyze, and resolve Alertus hardware and software issues escalated from lower-tiered support.
• Support lower-tiered Support Analysts assisting customers via phone, email, and screen share.
• Collaborate with Support Lead and colleagues to identify, diagnose, and resolve software or hardware issues.
• Prioritize assigned cases and escalate to higher-tiered support or Support Lead as needed.
• Support colleagues during testing, troubleshooting, and problem replication phases of product life cycles.
• Provide guidance to customers on installing and configuring Alertus solutions.
• Collect and analyze detailed information to categorize and document requests.
• Create, review, and update knowledge base articles for both internal and customer use.
• Conduct Assurance Reviews with Alertus customers.
• Leverage knowledge and experiences to grow the Alertus knowledge base.
• Leverage skills in technical leadership and case management.
• Other duties as assigned.
• Flexibility to work different shifts.
• Ability to participate in a mandatory on-call rotation to maintain support coverage during nights, weekends, and company holidays.
• Ability to communicate technical topics to both technical and non-technical audiences via phone, email, etc.

Qualifications

• Strong analytical and critical thinking skills to diagnose root cause of issues.
• Ability to work independently and as part of a team.
• Proficient understanding of IT concepts including networking, databases, and application architecture.
• Strong understanding of networking concepts such as DNS, DHCP, HTTP(S), and TLS/SSL certificates.
• Proficient in root cause and server log analysis.
• Ability to multitask and prioritize in a fast‑paced, ever‑changing environment.
• Understanding of IT security principles and policies that impact network environments.
• Experience with ticketing systems and remote support tools.
• Ability to travel on occasion.
• Understanding of Windows, Linux, and/or macOS administration.
• Application support involving REST and API integrations.
• Windows workstation deployment and administration skills.
• Web application support.
• Cisco and/or Avaya VoIP solutions support.
• Small electronics or IoT device support experience.
• Windows domain and Active Directory services.
• Scripting and automation knowledge (PowerShell, Python, etc.).
• Bachelor’s degree in Computer Science, Computer or Electrical Engineering, Information Technology or related field.
• A+, Net+, ITIL Foundation or similar certifications.
• Four to seven years of prior experience working in a technical help desk environment.
• Strong customer service mindset.

Benefits

• 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

• All applicants must be fully vaccinated or in the process of vaccination by the first day of employment. Proof of vaccination or an exemption must be provided prior to the start date.
• Alertus Technologies is an Equal Opportunity/Affirmative Action Employer. All applicants will be considered for employment without regard to race, color, sex, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
• All information will be kept confidential according to EEO guidelines.
• AT THIS TIME, ALERTUS DOES NOT PROVIDE VISA SPONSORSHIP.