Technical Support Analyst II (Hardware & Field Service)

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.

Responsibilities

Travel to customer sites for 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

Requirements

Proficient in hardware assembly, circuit/wiring diagnostics, low-voltage power supply, and peripheral integration; Willingness to travel up to 50% for routine and on-site 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; Bachelor's Degree in Computer Science, Computer or Electrical Engineering, Information Technology or related field; 4 - 7 years prior experience working in a technical help desk environment and troubleshooting hardware

Nice to have

Hardware integration / troubleshooting (Fire Panel, IP Relay, High Powered Speaker Array, etc.); Electrical / Electronic troubleshooting & repair; Small electronics and IoT device support; Windows, Linux, or macOS administration; REST & API integrations; Windows workstation deployment and administration; Web application support; Cisco or Avaya VoIP solutions; 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

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