Technical Support Analyst II (Hardware & Field Service)

Job Description

We are looking for a motivated troubleshooter to play a critical role in driving Alertus' rapid growth. Reporting to the Technical Support Manager, the Technical Support Analyst II role combines remote technical assistance with on-site deployment and hardware troubleshooting, serving as a key resource for customer project startups, field diagnostics, and hardware replacement.

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

This position requires frequent travel to customer sites (up to 50%), with occasional adjustment of work hours to support project schedules.

*This is an office-based role when not traveling to customer sites.

A Day in the Life:

• Travel to customer sites for new startups, on-site diagnostics, and hardware replacements.
• Investigate and resolve escalated hardware and firmware integration issues.
• Handle incoming support calls, emails, and screen shares to prioritize and resolve cases.
• Provide hands-on and remote advice on wiring and configuring hardware.
• Partner with engineering teams on testing, fault replication, and product development.
• Maintain detailed case logs and update knowledge base articles.
• Conduct post-startup check-ins and technical assurance reviews.
• Perform additional tasks as assigned.

Required Skills & Abilities:

• Proficient in hardware assembly, circuit/wiring diagnostics, low-voltage power supply, and peripheral integration.
• Willingness to travel up to 50% for on-site startups and emergency troubleshooting.
• Flexibility to work adjusted shifts and join an on-call rotation (nights, weekends, and holidays).
• Clear technical communication skills for both technical and non-technical audiences.
• Strong customer service orientation.
• Strong analytical and critical thinking skills for root-cause diagnosis.
• Ability to work both independently and collaboratively.
• Ability to multitask and prioritize in a fast-paced environment.
• Ability to lift up to 50 lbs and hold a valid driver's license.
• Experience with ticketing systems and remote support tools.

Desired Skills:

• Windows, Linux, or macOS administration
• REST & API integrations
• Windows workstation deployment and administration
• Web application support
• Cisco or Avaya VoIP solutions
• Small electronics and IoT device support
• Active Directory and Windows Domain services
• Scripting and automation (PowerShell, Python, etc.)
• Networking, databases, and application architecture principles
• Networking protocols (DNS, DHCP, HTTP(S), TLS/SSL)
• Root cause and server log analysis
• IT security principles and network policies

Education and Experience:

• Bachelor’s Degree in Computer Science, Computer or Electrical Engineering, Information Technology or related field
• CompTIA A+ (hardware/OS fundamentals), CompTIA Network+, Security+
• 4 - 7 years prior experience working in a technical help desk environment and troubleshooting hardware

Alertus Career Advantages:

• 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