Technical Support Specialist — Tier 1/2

Facility Solutions Group, Inc.; Round Rock (TX); On-site; USD 24,796 - 34,440; Full time

Job summary

Facility Solutions Group, Inc. is seeking a Technical Support Representative - Level 1 to provide tier 1/2 support in a fast-paced environment in Round Rock, Texas.

You will troubleshoot connectivity, installation, and equipment issues, remotely configure client equipment, and escalate when needed. The ideal candidate has world-class customer service skills, strong analytical and problem-solving abilities, and proficiency with remote desktops, G Suite, and OS navigation.

Qualifications

• World-class customer service skills.
• Excellent analytical skills.
• Problem-solving capabilities.
• Proficient with remote desktops, G Suite, and OS navigation.
• Strong typing and grammar.
• Strong document organization and detailed note taking.
• High School diploma or GED; HVAC/Energy/Help Desk experience preferred.

Responsibilities

• Provides answers to clients by identifying problems; researching answers; guiding clients through corrective steps.
• Research required information using available resources.
• Respond to tickets, resolve underlying issues and document occurrences and solutions.
• Identify and elevate priority issues per Client specifications.
• Contribute to internal knowledge base.
• Improves system performance by identifying problems; recommending changes.
• Follow up and make scheduled callbacks to customers where necessary.
• Stay current with system information, changes and updates.

Skills

World-class customer service

Analytical skills

Problem solving

Remote desktops & OS navigation

Typing & grammar

Documentation & notes

Education

High School diploma or GED

Job description

Facility Solutions Group, Inc. is seeking a Technical Support Representative - Level 1 to provide tier 1/2 support in a fast-paced environment in Round Rock, Texas.

You will troubleshoot connectivity, installation, and equipment issues, remotely configure client equipment, and escalate when needed. The ideal candidate has world-class customer service skills, strong analytical and problem-solving abilities, and proficiency with remote desktops, G Suite, and OS navigation.