Technical Support Specialist - Tier 1/2

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

Job summary

Facility Solutions Group seeks a Technical Support Representative - Level 1 to provide tier 1/2 support, troubleshoot connectivity, installation, and equipment defects, and guide customers through corrective steps in a fast-paced environment. You will analyze, troubleshoot and resolve issues while recording interactions across multiple systems.

The role emphasizes customer service, detailed note-taking, and timely escalation to Tier 2 when needed, with a focus on accurate documentation and

Qualifications

• World-class customer service skills
• Excellent analyzation skills
• Problem solving capabilities
• Proficient computer skills in remote desktops, G‑Suite and OS navigation
• Demonstrated proficiency in typing and grammar
• Ability to organize documents and records as well as detailed note taking.
• High School diploma or General Education Degree
• Experience in Help Desk, Energy Management, HVAC, or Electrical is 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 thinking

Problem solving

Typing accuracy

Documentation

Organization

General education literacy

Education

High School diploma or GED

Tools

G-Suite

Job description

Facility Solutions Group seeks a Technical Support Representative - Level 1 to provide tier 1/2 support, troubleshoot connectivity, installation, and equipment defects, and guide customers through corrective steps in a fast-paced environment. You will analyze, troubleshoot and resolve issues while recording interactions across multiple systems.

The role emphasizes customer service, detailed note-taking, and timely escalation to Tier 2 when needed, with a focus on accurate documentation and