We’re looking for an experienced Tier II Tech Support Agent to provide real-time support to professional installers in the field. This is a fast-paced, hands-on role where you’ll be troubleshooting live systems and helping technicians complete jobs efficiently.
What You’ll Do:
Provide real-time technical support via phone, chat, and ticketing systems
Troubleshoot complex issues related to low-voltage systems, networking, and device integrations
Support professional installers during active installations and service calls
Escalate advanced issues when needed and collaborate with internal teams
Document issues, resolutions, and contribute to internal knowledge base
What We’re Looking For:
3+ years in technical support (Tier II or higher preferred)
Strong networking knowledge (IP addressing, routing, ports, VLANs, etc.)
Experience supporting field technicians or installers in real-time
Ability to troubleshoot under pressure and think critically
Clear communication skills with the ability to guide users step-by-step
Experience with ticketing systems (Zendesk or similar)
Bonus Points:
Background in low-voltage systems (intercom, access control, surveillance, etc.)
Experience with SIP/VoIP technologies
Familiarity with remote diagnostic tools
What We Offer:
Full-time, on-site position in Newark, NJ
Paid training period in Williamsburg, Brooklyn
Stable, long-term opportunity
Growth within a technical team environment
If you thrive in real-time problem solving and enjoy supporting professionals in the field, we’d love to hear from you.
Principals only. Recruiters, please don't contact this job poster.