Technical Support Specialist

Job Description Job Description

Job Title: Technical Support Specialist

Location: 2100 Georgetown Dr, Suite 305, Sewickley, PA 15143

Department: Network Operations Center (NOC)

Schedule: This position is primarily an "in office" position. Rotating Shifts to provide live coverage (M-F 9am-9pm, Sat-Sun 9am-5pm). The rotating schedules will vary weekly and encompass a total of 40 hours + occasional "on-call" hours. The rotating shifts vary per the scheduled shift with a combination of "in office" + "on-call" hours.

Travel: Occasionally traveling to customer sites requiring overnight accommodations for a week at a time (occasionally, up to 2 weeks).

About IQ Machines

IQ Machines is a fast-growing technology provider focused on delivering reliable Internet, enterprise Wi-Fi, access control, and surveillance services to student housing and multi-dwelling unit (MDU) communities across the country. We're building something special here-and we're looking for a strong addition to our already awesome support team.

The Role

We're looking for a Technical Support Specialist to join our NOC in Sewickley, PA. If you're a self-starter with solid technical chops, a knack for problem-solving, and a passion for helping people, this is your chance to get in early with a team that's going places.

You'll be our frontline support hero-handling customer tickets, troubleshooting systems, keeping things documented and organized, and jumping in on lab work and system testing when things are quiet. There's a lot of room to grow in this role for the right person.

What You'll Be Doing

• Providing friendly and effective technical support via phone, email, and ticketing systems

• Troubleshooting issues related to networking, Wi-Fi, access control, surveillance, and servers

• Documenting steps, solutions, and best practices in a clear and organized way

• Monitoring systems, responding to alerts, and escalating when needed

• Participating in system testing, documentation, and lab-based learning

• Occasionally traveling to customer sites requiring overnight accommodations for a week at a time (occasionally, up to 2 weeks)

You'll Fit Right In If You

• Are a motivated, self-starting problem solver

• Have solid troubleshooting and documentation skills

• Have excellent communication and customer service instincts

• Are comfortable in a casual, collaborative office setting

• 2+ years of customer service or technical support experience

• Can thrive in a rotating schedule that includes evenings and weekends

• Are open to occasional travel to support on-site needs

• Familiarity with networking basics and troubleshooting methodology

Tech Stack You'll Work With

Experience in the following is helpful (but not required-we're happy to train the right person):

• Zendesk or similar ticketing systems

• Cisco, TP-Link, UniFi, Brivo, Dormakaba, Schlage, Yale, and Cel-Fi hardware

• Networking fundamentals (DNS, DHCP, VLANs, etc.)

• Servers (Windows/Linux), Virtualization, Backup & Replication

• Network monitoring and documentation tools

Certifications (CompTIA, Cisco, etc.) are a nice bonus, but we care more about what you know and how you think.

Success Metrics

We measure success through:

• Customer satisfaction and feedback

• Quality and accuracy of troubleshooting and documentation

• Response and resolution time for service tickets

• Team collaboration and communication

• Initiative during downtime (lab work, documentation, testing)

Perks & Benefits

• Casual office atmosphere with a great team vibe

• 2 weeks PTO

• Healthcare (QSEHRA) and retirement (401k match)

• Tons of opportunity for growth as we expand

• Training and development opportunities

• Hands-on experience with a wide range of tech

• Real impact-your work will be seen and appreciated

If this sounds like your kind of role, we'd love to chat. Bring your skills, your drive, and your curiosity-we've got the tools, the projects, and the team to help you level up.

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.

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.