Technical Support Specialist

Job Description

Job Description

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

IQ Machines provides bulk telecom services that are specially designed to provide performance and value in student and multifamily housing environments. We design, engineer, and install internet service, satellite based TV, security cameras, controlled access systems, cell-phone boosters, and more. IQ Machines provides these services to properties nationwide with a fully leveraged new project schedule through at least the next 4 years.

Company Description

IQ Machines provides bulk telecom services that are specially designed to provide performance and value in student and multifamily housing environments. We design, engineer, and install internet service, satellite based TV, security cameras, controlled access systems, cell-phone boosters, and more. IQ Machines provides these services to properties nationwide with a fully leveraged new project schedule through at least the next 4 years.