Alarm.com is hiring a
Cloud Operations Support Associate, United States

Summary

The job description is for a Cloud Operations Support Associate role at Alarm.com. The role involves proactive monitoring, managing service impacting events, triaging and escalating events, handling trouble calls, reviewing incidents, assisting on system upgrades, creating and resolving tickets, and writing knowledge base articles. The requirements include a minimum of a High School diploma with 2+ years related experience, an Associate’s degree with 1+ year related experience, or a Bachelor’s degree with 0+ years experience. Strong communication skills, analytical skills, ability to work independently, excellent written/oral communication and interpersonal skills, basic computer knowledge including networking and cyber security, willingness to learn new skills and tools are also required. The job benefits include competitive pay, subsidized medical plan options, HSA with generous company contribution, 401(k) with employer match, paid holidays, wellness time, vacation increasing with tenure, maternity and bonding leave, company-paid disability and life insurance, FSAs, well-being resources and activities, and a casual dress work environment.

Requirements

• A minimum of a High School diploma coupled with 2+ years related experience; OR. an Associate’s degree coupled with 1+ year related experience; OR. a Bachelor’s degree coupled with 0+ years experience
• Strong verbal and written communication skills
• Strong analytical skills
• Process-oriented with ability to pay close attention to details
• Ability to work independently with little supervision
• Excellent written/oral communication and interpersonal skills
• Highly motivated, self-starter with ability to operate under minimal supervision
• Basic Computer Knowledge including Networking and Cyber Security
• Willingness to learn new skills and tools

Responsibilities

• Proactively monitoring alerts to ensure 24x7 operations and availability
• Managing service impacting events as they occur in a timely manner
• Triage and/or escalating events and incidents
• Handling trouble calls and working closely with internal teams and external service providers and vendors to resolve service issues
• Reviewing incidents and creating Incident Reports
• Assisting on system upgrades and maintenance events
• Creating and resolving tickets in a ticket repository system
• Responsible for high level notifications
• Ability and eagerness to work with innovative electronic devices. This includes disassembling, reassembling, rewiring, and testing various security related devices. Training will be provided
• Pre and post activity testing verification
• Writing and editing knowledge base articles

Preferred Qualifications

• A plus if candidate has: Associates degree, Bachelors degree or certification
• Any of the following certifications: A+, Security+, and Network+
• Experience with JIRA, Confluence, Salesforce, PagerDuty, Microsoft Office Suite

Benefits

• Competitive pay
• Subsidized medical plan options
• HSA with generous company contribution
• 401(k) with employer match
• Paid holidays, wellness time, and vacation increasing with tenure
• Maternity and bonding leave
• Company-paid disability and life insurance
• FSAs
• Well-being resources and activities
• Casual dress work environment