New

Technical Support Tier 1

Ampcus, Inc
United States, Illinois, Buffalo Grove
Jul 08, 2025
Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team. Job Title: Technical Support Tier 1 Location(s): Buffalo Grove, IL About the Role: We are seeking a Technical Support Specialist (Tier 1) to join our Smart Infrastructure team within the Building Technologies division. This is a phone-based, office role supporting proprietary software and hardware related to HVAC controls and building automation systems for large facilities. You'll be responsible for fielding technical support inquiries, resolving issues when possible, and escalating tickets when necessary. You will be the fifth member of a highly collaborative technical support team and will receive on-the-job training and peer mentorship to ramp up effectively. What You'll Support: Our Building Technologies division provides innovative solutions, including: Building Automation & Control Systems: Integration of HVAC, lighting, security, and fire systems. HVAC Solutions: Products to enhance indoor air quality, comfort, and energy efficiency. Fire Safety Systems: Including detection, alarms, evacuation, and suppression systems. Smart Building Technologies: Applications and services to optimize building performance. Building X SaaS Platform: Software-as-a-service solutions offering continuous feature upgrades. Key Responsibilities: Handle all incoming support requests (phone, web) for product issues and information. Triage and attempt to resolve issues or escalate to Field Support Engineers as needed. Log all support calls in the call tracking system accurately and professionally. Resolve and close at least 40% of incoming requests using knowledge, training, and creative solutions. Participate in internal training and special projects to enhance technical capabilities. Deliver excellent customer service and maintain a strong focus on client satisfaction. Required Qualifications: High School Diploma or equivalent. 1-2 years of experience in a technical support or customer support role. Strong verbal communication and customer-facing skills. Ability to troubleshoot issues with a client-first approach. Preferred Qualifications: Experience supporting hardware/software or working with HVAC, building automation, or related systems. Bachelor's degree in Computer Science, Engineering, or related field (not required). Basic understanding of Windows OS and networking fundamentals. Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.