Technical Support - R&D 2
Technical Support - R&D 2
Posted on :
14-07-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
14-07-2025
Job Description
Description:
Technical Support Tier 1
Dayforce used for Time Keeping
8 to 5. A total of 8 working hours with 1 hour lunch.
0% - No Travel. Office (phone) work only.
NOTES FROM THE CALL ON 01/17
Part of Smart Infrastructure in Building technologies
HVAC controls
Heating and Airconditioning at large facilities
Technical support for the products we make (proprietary software and hardware)
Question via web phone) Incoming questions to manuals or can escalate to get tickets
Triage the calls the best they can and then escalate tickets if needed
Will be the 5th induvial on the team
Managing the calls
Troubleshooting the products which will be learned on the job.
Peer training to get knowledge
People person and talk with clients to get through issue successfully.
HVAC experience is a plus but even other products with supporting clients
Support needed due to up take in calls.
Having a year or 2 in the technical support arena is a plus but should have experience supporting clients on products
Someone at a masters degree level is not needed. To overqualified.
1st interview phone and 2nd interview in person
ADDITIONAL DETAILS
(the bullet points might be good to include as what we support. The wording offers a bit more explanation):
Client Buildings offers a variety of products and services for buildings including:
Building automation and control systems
client offers integrated systems that connect HVAC lighting shades safety security and fire systems.
HVAC products
client offers HVAC solutions for improved comfort energy savings and IAQ.
Fire safety
Client offers a range of fire safety products systems and solutions including detection alarming evacuation and extinguishing.
Smart building technologies
client offers a portfolio of smart building technologies applications and services to help customers achieve their goals.
Building X
client offers Building X as a software-as-a-service (SaaS) model which provides access to the latest functionality and upgrades.
RESPONSIBILITIES
This is not remote position.
Fields all incoming technical support requests into the Field Support department and accountable for resolving product information requests and product problem/solution requests.
Accountable for support requests related to product information and product problems that are documented.
May escalate more difficult support requests to Field Support Engineers.
Logs all incoming support requests into the company call tracking system in a timely and professional manner. Proficient at responding resolving and closing 40 percent of support requests utilizing technical training and undocumented creative solutions.
Escalates more complex problems to Field Support Engineers.
Complete company designated training courses for position to enhance work performance and career development
Participates in special projects to increase the incumbents role and technical abilities.
REQUIREMENTS:
Required Knowledge/Skills Education and Experience
High School diploma or equivalent
Excellent communication conflict resolution and problem-solving skills
High understanding of customer satisfaction and service orientation
Preferred Knowledge/Skills Education and Experience
Bachelors degree in Hardware or Software Engineering or Computer Science or equivalent related experience is preferred
Proficiency with Microsoft Windows operating system and computer networking is a plus.
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8 to 5. A total of 8 working hours with 1 hour lunch.
0% - No Travel. Office (phone) work only.
NOTES FROM THE CALL ON 01/17
Part of Smart Infrastructure in Building technologies
HVAC controls
Heating and Airconditioning at large facilities
Technical support for the products we make (proprietary software and hardware)
Question via web phone) Incoming questions to manuals or can escalate to get tickets
Triage the calls the best they can and then escalate tickets if needed
Will be the 5th induvial on the team
Managing the calls
Troubleshooting the products which will be learned on the job.
Peer training to get knowledge
People person and talk with clients to get through issue successfully.
HVAC experience is a plus but even other products with supporting clients
Support needed due to up take in calls.
Having a year or 2 in the technical support arena is a plus but should have experience supporting clients on products
Someone at a masters degree level is not needed. To overqualified.
1st interview phone and 2nd interview in person
ADDITIONAL DETAILS
(the bullet points might be good to include as what we support. The wording offers a bit more explanation):
Client Buildings offers a variety of products and services for buildings including:
Building automation and control systems
client offers integrated systems that connect HVAC lighting shades safety security and fire systems.
HVAC products
client offers HVAC solutions for improved comfort energy savings and IAQ.
Fire safety
Client offers a range of fire safety products systems and solutions including detection alarming evacuation and extinguishing.
Smart building technologies
client offers a portfolio of smart building technologies applications and services to help customers achieve their goals.
Building X
client offers Building X as a software-as-a-service (SaaS) model which provides access to the latest functionality and upgrades.
RESPONSIBILITIES
This is not remote position.
Fields all incoming technical support requests into the Field Support department and accountable for resolving product information requests and product problem/solution requests.
Accountable for support requests related to product information and product problems that are documented.
May escalate more difficult support requests to Field Support Engineers.
Logs all incoming support requests into the company call tracking system in a timely and professional manner. Proficient at responding resolving and closing 40 percent of support requests utilizing technical training and undocumented creative solutions.
Escalates more complex problems to Field Support Engineers.
Complete company designated training courses for position to enhance work performance and career development
Participates in special projects to increase the incumbents role and technical abilities.
REQUIREMENTS:
Required Knowledge/Skills Education and Experience
High School diploma or equivalent
Excellent communication conflict resolution and problem-solving skills
High understanding of customer satisfaction and service orientation
Preferred Knowledge/Skills Education and Experience
Bachelors degree in Hardware or Software Engineering or Computer Science or equivalent related experience is preferred
Proficiency with Microsoft Windows operating system and computer networking is a plus.
Additional Details
- Does this worker qualify for overtime : Yes
- Scorecard Category : Professional
- Commercial Title : Technical Support Tier 1
- Vaccination Notice : This position requires Contingent Workers to be fully vaccinated against COVID-19 unless they are granted a medical or religious exemption.
- Is this position for a pre-identified (PAYROLLED) candidate : RECRUITED
- If this is a pre-identified (PAYROLLED) candidate please see note below and provide the following: : Name: Email Address: Phone Number: Pay Rate: Please also attach the pre-identified candidates resume
- Will this contingent worker require a computer or systems access or utilize a timeclock : Yes
- Time System : Fieldglass
- Timeclock/Shift : Fieldglass1
- Enter Shift Start and End Time : 8 to 5. A total of 8 working hours with 1 hour lunch.
- Is there potential for this to convert to a full time position : Yes
- Non-Employee Class : Temporary Agency Worker
- Will the worker be required to travel for client : No
- Is there potential for this assignment to be extended beyond 13 weeks : Yes
- Type of assignment : Full-time
CCWSCSVCC
Employment Type
Full-time
Key Skills
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