Technical Support Analyst II (Hardware & Field Service)

The Technical Support Analyst II (Hardware & Field Service) role at Alertus blends remote troubleshooting with on-site deployment and hands-on hardware support for customer project startups, hardware replacements, and escalated technical cases. The position reports to the Technical Support Manager and requires frequent travel for onsite work and emergency support.

Key Responsibilities

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

Required Qualifications

• Proficiency in hardware assembly, circuit and wiring diagnostics, low-voltage power supply troubleshooting, and peripheral integration.
• Ability and willingness to travel up to 50% for on-site startups and emergency troubleshooting.
• Flexibility to work adjusted shifts and participate in an on-call rotation (nights, weekends, and holidays).
• Strong technical communication skills with the ability to explain issues to both technical and non-technical audiences.
• Customer-focused mindset and strong service orientation.
• Analytical and critical thinking skills for root-cause diagnosis.
• Ability to work independently and collaboratively in a team environment.
• Capacity to multitask and prioritize in a fast-paced environment.
• Ability to lift up to 50 lbs and hold a valid driver’s license.
• Experience using ticketing systems and remote support tools.

Technical Skills and Tooling

• Operating systems: Windows, Linux, macOS
• Integrations and protocols: REST & API, HTTP(S), TLS/SSL
• Networking and identity: Cisco, Avaya, Active Directory, DNS, DHCP
• Scripting and administration: PowerShell, Python

Preferred/Desired Skills

• Windows, Linux, or macOS administration
• REST & API integrations
• Windows workstation deployment and administration
• Web application support
• Cisco or Avaya VoIP solutions
• Support for small electronics and IoT devices
• 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 a related field.
• CompTIA certifications: CompTIA A+ (hardware/OS fundamentals), CompTIA Network+, Security+.
• 4 to 7 years of prior experience working in a technical help desk environment and troubleshooting hardware.

Location and Work Details

Baltimore, MD (onsite). The role includes frequent travel for customer site work and emergency troubleshooting, with an on-call rotation that may include nights, weekends, and holidays.

Compensation

USD 60,000 - 80,000 per year.

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

• Alertus does not use AI to screen applications or replace human judgment; final decisions are made by real people.
• Using AI to answer interview questions or to take technical assessment tests is prohibited and may result in immediate disqualification.
• Recording conversations is illegal in many states without dual party consent.
• Applicants must be fully vaccinated or in the progress of vaccination by the first day of employment (some exceptions may be considered under company policy), with proof provided prior to the start date.
• Alertus does not provide visa sponsorship at this time.
• All applicant information will be kept confidential according to EEO guidelines.