Technical Support Specialist

Technical Support Specialist (TSS)

Department: Service Operations
Location: Sewickley, Pennsylvania (Pittsburgh)
Reports To: Customer Service Manager

Position Summary

IQ Machines is seeking a Technical Support Specialist to provide front-line and intermediate technical support for systems installed and supported at student housing and multi‐dwelling unit (MDU) properties.

This role serves as a primary point of contact for service requests and is responsible for troubleshooting, resolving, and documenting issues from intake through resolution. The Technical Support Specialist plays a critical role in delivering a reliable, professional customer experience while maintaining strong technical discipline and clear communication.

At IQ Machines, we operate by a simple philosophy: when our customer has a problem, that problem becomes our problem until it is resolved.

Key Responsibilities

Service Desk Support & Customer Interaction

• Receive and respond to service requests through phone, email, and electronic service desk systems.
• Own support tickets end‐to‐end, ensuring timely progress, clear communication, and proper resolution.
• Communicate with customers and property staff in a professional, calm, and empathetic manner.
• Provide accurate status updates and set appropriate expectations throughout the support process.

Technical Support & Troubleshooting

• Perform remote troubleshooting of network, access control, and related systems supported by IQ Machines.
• Investigate alerts, outages, and abnormal system behavior and take appropriate action within defined procedures.
• Execute standard corrective actions and maintenance tasks as documented.
• Recognize patterns, recurring issues, and potential risks and surface them appropriately.

Documentation & Process Adherence

• Document troubleshooting steps, findings, and outcomes clearly and thoroughly.
• Follow established service procedures, escalation thresholds, and documentation standards.
• Contribute to internal knowledge resources by capturing new learnings and improvements.
• Ensure tickets are complete, accurate, and usable by other team members for continuity.

Escalation & Onsite Support Coordination

• Identify issues that exceed defined scope, impact thresholds, or resolution timelines and escalate appropriately.
• Provide clear technical context when escalating issues to senior technical staff.
• Assist with preparation for onsite work by documenting findings, proposed objectives, and relevant details.
• Participate in onsite technician visits when authorized, supporting learning and readiness progression.

What Success Looks Like

• Issues are resolved efficiently and thoroughly without unnecessary rework.
• Customers feel informed, supported, and treated professionally.
• Documentation enables seamless handoffs and continuity across the team.
• Escalations are timely, well‐reasoned, and properly contextualized.
• The service team operates with consistency, discipline, and shared accountability.

Qualifications & Experience

Required

• Strong customer service and communication skills.
• Working knowledge of computer systems, networking fundamentals, or technical support environments.
• Ability to troubleshoot issues methodically and follow documented procedures.
• Strong written communication skills with attention to detail.

Preferred

• Experience supporting networking, access control, or related technology systems.
• Experience working in a ticket‐based or service desk environment.
• Technical certifications or formal IT training.

Scope & Authority

• Authorized to perform remote troubleshooting and resolution within documented procedures.
• Escalates complex, recurring, or infrastructure‐level issues to senior technical staff.
• Does not independently approve or dispatch onsite technician visits.
• May participate in onsite visits when authorized as part of readiness and professional development.

Why Join IQ Machines

• Be part of a growing ISP and technology services company focused on quality and accountability.
• Develop deeper technical skills while gaining exposure to real‐world systems and environments.
• Work in a culture that values professionalism, ownership, and customer trust.
• Become a part of an organization that prioritizes personal development and growth. Advancement opportunities provided both within and across departments