Technical Support Analyst II (Hardware & Field Service)

Alertus Technologies•Baltimore, MD

2d•$60,000 - $80,000•Hybrid

About The Position

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.

Requirements

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.
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

Nice To Haves

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

Responsibilities

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.