Remote Technical Support Specialist - 3rd Shift - Smart Buildings / Building Automation, Fire Life Safety & Security

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Job Overview

The Remote Technical Support Specialist - 3rd Shift is a key role within Talentify.io, providing essential support in Smart Buildings, Building Automation, Fire Life Safety, and Security systems. This position involves diagnosing and resolving critical technical issues while ensuring smooth operations for our clients. The specialist will collaborate with cross-functional teams and utilize their expertise to help customers effectively utilize our technologies, enhancing user experience and maintaining high standards of service delivery during the night shift.

Job Responsibilities

• Provide technical assistance and support for incoming queries and issues related to Smart Buildings and Building Automation Systems.
• Diagnose hardware and software issues, providing timely and effective solutions to customers via phone, email, or remote access.
• Document technical knowledge, solutions, and resolutions in the company’s knowledge base.
• Assist in the installation, configuration, and maintenance of Fire Life Safety and Security systems.
• Work collaboratively with engineering and product development teams to relay feedback from customers.
• Ensure customer satisfaction through deep understanding of systems and prompt resolution of issues.
• Perform routine checks and updates to ensure all systems are functioning correctly.
• Stay current on industry trends and technological advancements related to Smart Buildings and safety systems.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Electrical Engineering, or a related field.
• Minimum of 2 years of experience in technical support or a related role, preferably in Building Automation or Fire Safety industries.
• Strong understanding of Smart Building technologies and protocols (such as BACnet, LON, and KNX).
• Experience with troubleshooting and configuring Building Management Systems (BMS).
• Excellent problem-solving skills and the ability to work under pressure.
• Outstanding verbal and written communication abilities.
• Availability to work a 3rd shift schedule, including weekends and holidays if required.

Technologies & Tools

The Remote Technical Support Specialist will utilize a variety of technologies and tools, including but not limited to, Building Management Systems (BMS), customer relationship management (CRM) software, remote desktop tools, and project management applications. Familiarity with protocols such as BACnet, LON, and KNX is crucial for effective troubleshooting and system integration.

Ideal Candidates

The ideal candidate for this position will possess a keen analytical mindset, characterized by exceptional troubleshooting abilities and a proactive approach to problem resolution. They should exhibit strong technical acumen, a commitment to customer satisfaction, and the capacity to work independently in a remote setting. Additionally, ideal candidates will thrive in a fast-paced environment, demonstrate excellent communication skills, and have a passion for learning about emerging technologies in the Building Automation sector.