Technical Support Representative I (TSR1)
About The Position
We’re hiring a Technical Support Representative I (TSR I) to support live commercial building operations across building automation, HVAC controls, and energy management systems. This is a hands‑on technical support role focused on real‑time diagnostics, alarm triage, and SLA‑driven decision‑making—not a general call center or basic desktop support position. The ideal candidate has strong troubleshooting instincts, understands how building systems operate in production environments, and is comfortable navigating structured ticket queues while supporting mission‑critical facilities.
Requirements
- High School Diploma or GED
- 1+ year of experience in one or more of the following: Technical or systems support Building automation or facilities operations HVAC controls or controls troubleshooting Energy or operational support environments
- Demonstrated technical troubleshooting skills beyond basic desktop or call‑center support
- Ability to interpret alarms, connectivity issues, schedules, and control settings
- Experience working within ticketing systems or queue‑based support environments
- Proficiency with Microsoft Excel and Outlook
Nice To Haves
- Exposure to building systems and protocols such as: BAS / EMS platforms HVAC or lighting controls Niagara / Tridium, BACnet, Modbus JCI Metasys, Siemens Desigo, Schneider EcoStruxure Honeywell WEBs, Distech
- background in facilities operations, energy management, mechanical/electrical service, or smart building environments
- Experience working in SLA‑driven, operationally critical environments
Responsibilities
- Provide first‑level technical support for Building Automation Systems (BAS), HVAC controls, lighting controls, and Energy Management Systems (EMS)
- Diagnose and triage: System and device alarms Offline devices and connectivity issues Scheduling and setpoint discrepancies Sensor, point, or control logic anomalies
- Manage tickets from creation through resolution, including prioritization, documentation, and closure
- Make dispatch and escalation decisions based on SLAs, system impact, and technical assessment
- Communicate clearly with subcontractors, internal teams, and facility contacts regarding system status and next steps
- Accurately document diagnostics, corrective actions, and outcomes
- Assist with system updates, portal maintenance, and operational support tasks as required
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
