Cloud Operations Support Associate

RESPONSIBILTIES

The Cloud Operations 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

• Assisting on system upgrades and maintenance events

• 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

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.

• The shift for this role is Saturdays, Sundays, Mondays, and Tuesdays from 4 am-2 pm EST. Alarm.com values working together and collaborating in person. This is a hybrid position that requires you to work in-person from our Tysons, VA offices on Monday and Tuesdays.

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.

For more information, please visit www.alarm.com.

COMPANY BENEFITS

Alarm.com offers competitive pay and benefits inclusive of subsidized medical plan options, an HSA with generous company contribution, a 401(k) with employer match, and paid holidays, wellness time, and vacation increasing with tenure. Paid maternity and bonding leave, company-paid disability and life insurance, FSAs, well-being resources and activities, and a casual dress work environment are also part of our outstanding total rewards package!

Alarm.com is an Equal Opportunity Employer

In connection with your application, we collect information that identifies, reasonably relates to or describes you ("Personal Information"). The categories of Personal Information that we may collect include your name, government-issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies

Notice To Third Party Agencies:

Alarm.com understands the value of professional recruiting services. However, we are not accepting resumes from recruiters or employment agencies for this position. In the event we receive a resume or candidate referral for this position from a third-party recruiter or agency without a previously signed agreement, we reserve the right to pursue and hire those candidate(s) without any financial obligation to you. If you are interested in working with Alarm.com, please email your company information and standard agreement to RecruitingPartnerships@Alarm.com.

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