Technical Support Specialist in Baltimore

Job DescriptionJob DescriptionCompany DescriptionAt Alertus, protecting people from harm is our mission and our passion. As the leader in mass notification, we are committed to providing customizable, scalable, and cost-effective solutions, as we know even a few seconds of warning can help save lives during an emergency. Our employees are integral to the company's success and impact countless people's lives, safety, and well-being. We aim for a positive, collaborative environment that allows employees to work across departments easily and effectively. Job DescriptionWe are looking for a motivated and customer-oriented Technical Support Specialist to join our Technical Support team. In this role, you will report to the Technical Support Manager, and will be responsible for keeping our customers' installed Alertus systems at full-readiness by combining technical knowledge with exceptional customer service. This is an excellent opportunity for individuals who are looking to launch their career in IT and have a passion for technology, problem-solving, and helping others. This is an office based role and requires reporting to our HQ in Baltimore daily. 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 Technical Support Leadership team to identify, diagnose, and resolve any software or hardware faults, escalating to Product Development when needed
• Prioritize support requests in our Salesforce ticketing system based on set levels of immediacy
• 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
• Create Knowledge Base articles based on case information to provide ours customer and internal staff with recommended steps to decrease the time to resolution
• Research open issues thoroughly and quickly address those issues toward an accurate resolution
• Other duties as assigned

• Strong problem-solving and analytical skills
• Excellent communication & interpersonal skills
• Familiarity with hardware, software, & network technologies
• Ability to work independently & as part of a team
• Ability to communicate technical topics to both technical & non-technical audiences via phone, email, etc.
• Strong customer service mindset
• Basic understanding of core networking concepts such as DNS, DHCP, HTTP(S), and TLS
• Ability to multitask & prioritize workload in a fast-paced, ever changing environment
• Basic knowledge of IT security principles and policies that impact network environments
• Experience in troubleshooting Windows systems
• Ability to travel on occasion

Desired Skills:

• Understanding of Windows, Linux and MacOS Administration
• Ability to develop expertise in application support involving REST and API integrations
• Familiarity with Windows Workstation Deployment and Administration
• Experience with supporting web applications

Education & Experience:

• Bachelor's Degree in Information Technology, Computer Science, or related field
• 0-2 years experience in a Technical Support positon
• Net+, Security+, or similar certification is a plus

Alertus Career Advantages:

• Paid Time Off
• Paid Holidays
• 401(k) Retirement Plan
• Medical, Dental, and Vision Plans
• Short-term , Accident, Hospital, and Cancer Insurance
• Live Near Your Work Homebuying Incentive Program
• Employee Referral Bonuses