▷ 3 Days Left: Tech Support Specialist
1 month ago
Key Responsibilities:
- Monitor the fleet of devices, focusing on non-US business hours (Europe/UK business hours) and weekends (occasional), to ensure all devices remain operational.- Respond promptly to system down alerts, performing immediate manual reboots when necessary to resolve device health issues.- If manual rebooting cannot resolve the issue, escalate by notifying customers and engaging with the engineering team for further troubleshooting.- Collaborate with internal teams to improve device uptime by identifying and addressing recurring technical issues. Tech Support Specialist (Hardware) 2- Maintain thorough and accurate documentation of incidents, troubleshooting steps, and resolutions.- Analyze patterns in device issues and work proactively with the engineering team to optimize monitoring and improve system resilience.- Ensure timely and professional communication with customers during incidents, keeping them informed of issue resolution progress.- To support continuous improvement initiatives, provide detailed reporting on system uptime, recovery times, and incident trends.
Qualifications:
- Proven experience in technical support, preferably in a SaaS or IoT environment.- Strong understanding of monitoring tools and the ability to quickly troubleshoot hardware and software issues.- Excellent problem-solving skills with a proactive mindset and the ability to perform under pressure.- Effective communication skills, capable of working with both technical teams and customers.- Experience with sensor or IoT systems and fleet management tools is a plus.
Nice to have
- Familiarity with API-based systems, device health monitoring, or automated alert systems is highly desirable.
Work Schedule:
- Shift coverage focused on UK/Central Europe business hours to ensure global fleet health is consistently monitored.
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