Technical Support Analyst II (Hardware & Field Service)
Core
Field and remote technical support for mass notification hardware, focusing on on-site diagnostics, wiring, firmware integration, and emergency troubleshooting.
Role type
Senior IC hardware field service engineer
Builds
Mass notification systems and emergency alerting hardware
Domain
Safety technology / Hardware / IoT
Required skills
hardware assembly, circuit/wiring diagnostics, low-voltage power supply, peripheral integration, hardware troubleshooting, root-cause diagnosis, ticketing systems, remote support tools
Preferred skills
Windows/Linux/macOS administration, REST & API integrations, Windows workstation deployment, VoIP solutions, small electronics and IoT device support, Active Directory, scripting (PowerShell/Python), networking protocols, server log analysis
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 (via careerplan.io/jobs/edc22523-2625-4a75-bc44-8c18f5005799-technical-support-analyst-ii-hardware-field-service-at-alertus)