Tech Support Specialist

3 weeks ago


india Insight Global Full time

An IT startup client of Insight Global is looking for a Tech Support Specialist to join their team to ensure operations of their sensor fleet specially during non-US business hours and weekends. The ideal candidate will monitor device health, real time troubleshooting and solve issues that arise to ensure uninterrupted service for customers.


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.
  • 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 yrs of experience (sensor or camera-based solutions, 24hr support)
  • Experience with troubleshooting hardware and software issues (basic knowledge of network IoT)
  • Experience working with a ticketing system


Pay range for this position : 107,520 - 134,400 INR Monthly



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