Tech Support Specialist

2 weeks ago


Chennai, Tamil Nadu, India Insight Global Full time

An IT startup client of Insight Global requires a Tech Support Specialist to oversee the operations of their sensor fleet, particularly during non-US business hours and weekends. The ideal candidate will ensure uninterrupted service for customers by monitoring device health, real-time troubleshooting, and resolving issues that arise.

Key Responsibilities:
  • Monitor the fleet of devices, focusing on non-US business hours (Europe/UK business hours) and weekends, to guarantee 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.
  • 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.

Qualifications:

  • 2-3 years of experience in sensor or camera-based solutions, including 24-hour support.
  • Experience with troubleshooting hardware and software issues, with basic knowledge of network IoT.
  • Experience working with a ticketing system.

The estimated monthly salary for this position is ₹107,520 - ₹134,400.



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