Technical Support Agent

About the role

We’re seeking a Technical Support Representative I (TSR1) who can triage and troubleshoot issues within commercial building automation, HVAC controls, and energy management environments. This role supports live building operations by handling real-time technical diagnostics, navigating structured ticket queues, and making SLA-driven decisions. Ideal candidates bring a mix of technical troubleshooting, systems thinking, and operations support experience—not just general call center or desktop support.

Responsibilities

• Perform first-level troubleshooting for building automation systems (BAS), HVAC controls, lighting controls, and EMS platforms
• Diagnose alarms, device offline issues, connectivity failures, schedule/setpoint issues, or sensor/point discrepancies
• Manage structured ticket queues, including creation, triage, prioritization, and closure
• Make dispatch decisions based on SLAs, site impact, and technical assessment
• Communicate with subcontractors, internal teams, and facility contacts regarding status, resolution steps, and escalations
• Document diagnostics, actions, and outcomes with clarity and accuracy
• Assist with system updates, portal maintenance, and operational support tasks as needed

Qualifications

• High School Diploma or GED
• 1+ year of experience in technical support, building systems support, controls/HVAC troubleshooting, facilities operations, or related environments
• Strong technical diagnostic skills beyond basic desktop support
• Familiarity with interpreting device alarms, connectivity issues, schedules, or control settings
• Familiarity with ticketing systems, dashboards, or queue-based environments
• Excel/Outlook proficiency

Preferred Experience

• Exposure to: BAS, EMS, HVAC controls, lighting controls, Niagara/Tridium, BACnet, Modbus, JCI Metasys, Siemens Desigo, Schneider EcoStruxure, Honeywell WEBs, Distech
• Experience in facility operations, building automation, mechanical/electrical service, or energy management
• Experience working within SLA-driven operational environments