Tier 2 Technical Support Representative

Description

As a Technical Support Representative II, you will provide tier 2 support in a fast-paced communication center to resolve technical issues in a variety of methods, such as inbound phone calls, emails, alarms and chat. You will listen then analyze, troubleshoot and resolve technical issues for various types, including connectivity, installation, and equipment defects. You may remotely configure and troubleshoot clients equipment or simply educate customers. In the event that an issue cannot be resolved, you will escalate to the next tier of support or arrange dates, times and access arrangements for a service call. Youll utilize multiple computers and databases to record the results of interactions.

A Technical Support Representative II will:

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 escalate 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.

Issue Resolution: Troubleshoot and resolve technical problems across connectivity, equipment defects, and installations via phone, email, chat, and alarm monitoring

Remote Configuration: Configure and test client equipment remotely or walk customers through step-by-step corrective actions

Escalation & Dispatch: Escalate unresolved issues to higher tiers or coordinate dates, times, and access details for onsite service calls

Documentation: Log interaction results, update service tickets, and manage records across multiple databases and computer systems.

Location: Round Rock, TX 78665

Pay: $22

Shift: 10PM to 7AM with one weekend day off

Skills

Help desk, Help desk support, Technical support, Troubleshooting, Customer service, Support, Call center, HVAC, Building automation, energy management, troubleshooting software, Customer support, Service, Call center support, Phone support, Desktop

Top Skills Details

Help desk,

Help desk support

Technical support

Troubleshooting

Customer service

Support

Call center

HVAC

Building automation

Energy management

Troubleshooting software

Additional Skills & Qualifications

The ideal candidate will satisfy the following requirements and qualifications:

World-class customer service skills

Active listening skills

Problem solving capabilities

Proficient computer skills in remote desktops, G-Suite and OS navigation

Remarkable attention to proper phone etiquette

Ability to speak and write clearly and accuratelye

Experience in Help Desk, Energy Management, HVAC, or Electrical required

6+ months experience as a Technical Service Representative - Level 1 or above preferred

Experience Level

Intermediate Level

#PriorityWest26

Job Type & Location

This is a Contract to Hire position based out of Round Rock, TX 78665.

Pay and Benefits

The pay range for this position is $22.00 - $22.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Job Type & Location

This is a Contract to Hire position based out of Round Rock, TX 78665.

Application Deadline

This position is anticipated to close on Nov 24, 2026.

Workplace Type

This is a fully onsite position in Round Rock,TX 78665.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.