Technical Support Jobs

About The Position

Requirements

• Prior technical support experience, preferably with 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 escalating them to higher-tier support or field services.
• Customer service or 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 the ability to explain technical concepts clearly 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.
• Ability to adapt to changing priorities, shift schedules, and customer needs.
• Strong organization and attention to detail when documenting issues and updating records.

Nice To Haves

• Experience supporting HVAC, building automation, or energy management software and related troubleshooting tools.
• Background in help desk support, call center operations, or technical support in a service-oriented environment.
• Familiarity with remote configuration and testing of equipment and control systems.
• 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 and resolve connectivity, equipment, and installation problems through 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 clear solutions or workarounds.
• Route unresolved or complex issues to higher-tier support or appropriate technical teams.
• Schedule onsite service calls and coordinate 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 records 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.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Critical illness, accident, and hospital coverage
• 401(k) retirement plan with pre-tax and Roth post-tax contribution options
• Voluntary life and AD&D insurance for employees and dependents
• Short- and long-term disability coverage
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time off/leave, including PTO, vacation, or sick leave