Cloud Operations Support Associate

POSITION OVERVIEW

A rapidly expanding, entrepreneurial technology company, Alarm.com is seeking a motivated Cloud Monitoring Associate who wants to be part of a fast-paced, rapidly growing team.  Cloud Monitoring Associates are also responsible for monitoring the health, security and availability of our 24/7 network operations centers.  Shifts may include days and nights, weekends and holiday coverage.  

RESPONSIBILTIES

The Cloud Support Associate’s primary job responsibilities will include:

• Proactively monitoring alerts to ensure 24x7 operations and availability
• Web, Network, Software, Security, etc.
• 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
• Triage and maintain Major Incident bridge calls
• Assisting on system upgrades and maintenance events
• Assist in physical security monitoring at all corporate offices during after hours
• 24x7 shift rotation work, including after-hours, weekends and holiday coverage
• 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
• Other duties as assigned

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
• 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

Please note that sponsorship of new applicants for employment authorization, or any other immigration-related support, is not available for this position at this time.

WHY WORK FOR ALARM.COM?

• Collaborate with outstanding people: We hire only the best. Our standards are high and our employees enjoy working alongside other high achievers.
• Make an immediate impact: New employees can expect to be given real responsibility for bringing new technologies to the marketplace. You are empowered to perform as soon as you join the Alarm.com team!
• Gain well rounded experience: Alarm.com offers a diverse and dynamic environment where you will get the chance to work directly with executives and develop expertise across multiple areas of the business.
• Focus on fun: Alarm.com places high value on our team culture. We even have a committee dedicated to hosting a stand-out holiday party, happy hours, and other fun corporate events.
• Alarm.com values working together and collaborating in person.  Our employees work from the office 4 days a week.

COMPANY INFO

Alarm.com is the leading cloud-based platform for smart security and the Internet of Things. More than 7.6 million home and business owners depend on our solutions every day to make their properties safer, smarter, and more efficient. And every day, we’re innovating new technologies in rapidly evolving spaces including AI, video analytics, facial recognition, machine learning, energy analytics, and more.  We’re seeking those who are passionate about creating change through technology and who want to make a lasting impact on the world around them. <