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) 2Maintain 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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