Technical Support Specialist — Tier 1/2
Facility Solutions Group, Inc.
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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
Education
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.
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