Technical Support Representative 2

TEKsystems•Round Rock, TX

1d•$22 - $26•Onsite

About The Position

This role provides remote technical support for HVAC, building automation, and energy management systems by monitoring alarms, troubleshooting issues, and guiding customers through resolutions. The representative handles incoming requests via phone, email, chat, and alarm monitoring tools, with a focus on timely resolution, accurate documentation, and appropriate escalation. The position requires analytical thinking, clear communication, and the ability to work independently in a fast-paced support environment. This is a contract-to-hire position based onsite in Round Rock, Texas. The pay range is $22.00–$26.00 per hour. Individual compensation depends on factors including qualifications, skills, relevant experience, job knowledge, geographic location, and internal equity. Eligible benefits may include medical, dental, and vision coverage; critical illness, accident, and hospital coverage; a 401(k) plan; life insurance; short- and long-term disability; a health spending account; transportation benefits; an employee assistance program; and paid time off, vacation, or sick leave. Eligibility and terms may depend on job classification and length of employment.

Requirements

Prior technical support experience, preferably in HVAC, building automation, or energy management systems.
Hands-on experience monitoring and responding to alarms for technical or building systems.
Ability to troubleshoot technical issues remotely, including connectivity and equipment-related problems.
Experience identifying system issues and managing escalations to higher-tier support or field services.
Strong customer service and customer support experience in a help desk or call center environment.
Ability to provide phone and desktop support and guide customers through step-by-step resolutions.
Strong verbal and written communication skills, including explaining technical concepts to non-technical users.
Critical thinking and problem-solving skills in a technical support setting.
Ability to work independently with minimal supervision and manage multiple cases or tickets simultaneously.
Comfort using multiple databases, ticketing tools, and computer systems to document and track issues.

Nice To Haves

Experience supporting HVAC, building automation, or energy management software and related troubleshooting tools.
Experience in help desk support, call center operations, or technical support roles in a service-oriented environment.
Familiarity with remote configuration and testing of equipment and control systems.
Ability to adapt to changing priorities, shift schedules, and varying customer needs.
Strong organizational skills and attention to detail when documenting issues and updating records.
Interest in growing into long-term opportunities through a contract-to-hire arrangement.

Responsibilities

Monitor and respond to alarms and system notifications for HVAC, building automation, and energy management systems.
Troubleshoot technical problems involving connectivity, equipment defects, and installations via phone, email, chat, and alarm monitoring tools.
Remotely configure and test client equipment to ensure systems operate correctly and efficiently.
Guide customers through corrective actions to resolve technical issues and restore system functionality.
Identify system issues, determine root causes, and provide actionable solutions or workarounds.
Route unresolved or complex issues to higher-tier support or appropriate technical teams.
Coordinate onsite service calls by scheduling dates, times, and access details for field technicians when remote resolution is not possible.
Provide responsive, professional customer support and maintain customer satisfaction.
Accurately document customer interactions, troubleshooting steps, and outcomes in service tickets and internal systems.
Maintain current and reliable service information across multiple databases and computer systems.
Work independently while following established procedures, service levels, and escalation paths.
Collaborate with team members and leadership to share insights and improve processes and support quality.