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Tech Support Specialist
2 months ago
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
