Senior Tech Support Specialist

Job Description

We are seeking a highly skilled and experienced Senior Technical Support Specialist to join our Building Automation team. This role is responsible for providing intermediate technical support for building automation systems (BAS), including HVAC controls, lighting, and energy management. The ideal candidate will have a strong background in BAS technologies, excellent problem-solving skills, and a passion for delivering exceptional customer service.

You will report directly to our Tech Support Supervisor. You will work a 40-hour work week within team operational hours of 6:00am to 10:00pm EST, Sunday through Saturday. For the first 90 days, you will be trained in office. After that period, you follow a set schedule of 5 8-hour days within operational days and hours. In addition, this is a hybrid schedule of 3 days in office and 2 days remote.

In this role, you will have a significant impact on the efficiency, productivity, and safety of our customers' buildings by providing exceptional technical support and service.

Key Responsibilities:

• Provide technical support through direct customer communication by troubleshooting and resolving complex intermediate hardware, software, and network issues related to BAS platforms (e.g., Tridium Niagara, Honeywell). Ensure timely completion of requests while maintaining alignment with established KPIs for all updates.
• Assist in system commissioning, configuration, and troubleshooting via remote access.
• Collaborate with engineering and product development teams to resolve issues and improve system performance.
• Review, develop, and maintain technical documentation, SOPs, effective processes, knowledge base articles, and other training materials.
• Document and track customer interactions and solutions in service management ticketing systems while maintaining direct communication with customers about the progress of requests.
• Create, track, and maintain reports and provide updates to management.
• Communicate and translate technical information to non-technical end users.
• Interact with customer IT and Data Assets departments.
• Monitor infrastructure issues and resolve or escalate to higher levels of support.
• Mentor junior support staff and provide guidance on best practices and troubleshooting techniques.
• Continuously update your technical knowledge and skills to stay current with the latest industry advancements and product developments.

Benefits of Working for Honeywell

In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes employer subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays. For more information visit: click here

The application period for the job is estimated to be 40 days from the job posting date; however, this may be shortened or extended depending on business needs and the availability of qualified candidates.