Technical Support Analyst

Req ID: 9812

Remote Opportunities: Remote

We use technology to solve problems in spaces, light, and more things to come… for our customers, our communities, and our planet.

Acuity Brands, Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light, and more things to come. Through our two business segments, Acuity Brands Lighting and Lighting Controls (ABL) and the Intelligent Spaces Group (ISG), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.

We are positioned at the intersection of sustainability and technology. Our businesses develop technology that helps save our customers energy and reduce their carbon emissions. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and location-aware applications.

You may utilize this posting to upload your resume and information.

Job Summary

The primary role for this position is to enhance the customer experience while providing technical support for our control’s product lines via telephone and e-mail to internal and external customers. Functions of the role include but are not limited to troubleshooting, identifying replacement part numbers, programming assistance and answering questions regarding wiring and wiring details. Will attend ongoing trainings to continue the closing of knowledge gaps and improve their ability to support internal and external customers more efficiently.

Key Tasks & Responsibilities (Essential Functions)

Answer advanced phone and email inquiries for customers such as agents, distributors, electrical contractors, end users, and internal teams that require playbook free troubleshooting due to complexity of equipment/systems.
Provides IT Support: Network Troubleshooting/Configuration, Installing/Troubleshooting Software, IIS settings. Provides Building Management System Integration Support: BACnet, MSTP, ADR. Answers general design questions. Assists with novice to advanced programming of equipment: Standalone Devices, Networked Devices. Assist with troubleshooting of equipment, Software, FW, Wiring, Cabling, Programming. In some cases may need to setup lab environments to reproduce issues and test potential workarounds.
Capture required data from each customer interaction in case handling tool in proper format as directed. This includes, but is not limited to, product type, troubleshooting steps, and solutions. Will document solutions to common issues into knowledge base.
Presents knowledge gaps to Sr/Lead Tech as they arise. Attends training to become more knowledgeable in an effort to close knowledge gaps.

Skills and Minimum Experience Required

Customer Service Experience
Knowledge of the fundamentals of electrical, digital and analog control systems
Strong technical aptitude

We value diversity and are an equal opportunity organization. All qualified applicants will be considered for employment without regard to race, color, age, gender, sexual orientation, gender identity and expression, ethnic or national origin, disability, pregnancy, and religion.

Any unsolicited resume submitted to Acuity Brands by a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Brands mailing address, fax machine, or email address, directly to Acuity Brands employees or to the Acuity Brands resume database, shall be deemed the property of Acuity Brands. Acuity Brands will NOT pay a fee for any hiring resulting from the receipt of an unsolicited resume.

Any candidate for whom an Agency has submitted an unsolicited resume will be deemed by Acuity Brands to have been referred by the Agency free of charge or fee. This includes any agency that is an approved/contracted provider but does not have the proper approvals to participate in a search.