Level 1 Support - Lead Role

Role Summary

The IoT Support L1 Lead is responsible for managing a frontline team that monitors, troubleshoots, and supports IoT devices and platforms for enterprise customers. The role ensures high availability, timely incident resolution, and an excellent customer experience.

Key Responsibilities

• Lead and mentor an L1 support team handling tickets, calls, and chats for IoT devices, gateways, and platforms.
• Ensure timely triage, troubleshooting, and resolution of L1 issues manage escalation to L2/L3 and engineering when required.
• Monitor device and platform health dashboards, alerts, and logs coordinate responses to incidents and service degradation.
• Oversee onboarding and configuration of IoT devices (provisioning, connectivity, basic firmware/config checks) following SOPs (e.g., biometrics, scanners, thumb-print sensors).
• Implement and refine support processes, workflows, and knowledge base articles to improve first-contact resolution and SLA adherence.
• Track and report key KPIs (ticket volume, SLA adherence, MTTR, FCR, customer satisfaction) and drive continuous improvement initiatives.
• Collaborate with product, engineering, and operations teams on recurring issues, root-cause analysis, and platform enhancement requests.
• Coordinate support coverage and shift schedules ensure proper handover and documentation across shifts and regions.
• Contribute to customer onboarding, UAT/go-live support, and periodic service reviews as a technical operations representative.

Requirements

• Diploma or Degree in IT, Computer Science, Engineering, or related field.
• 4-7 years (Supervisor) or 6-10 years (Manager) in technical/support roles, with at least 1-3 years leading a support or NOC team.
• Hands-on experience with IoT/telematics/industrial devices, sensors, or gateways (connectivity, basic configuration, troubleshooting).
• Strong understanding of networking and cloud concepts (TCP/IP, VPN, MQTT/HTTP, REST APIs, dashboards/monitoring tools).
• Familiarity with support tools (ticketing/ITSM, monitoring, remote support) and experience documenting SOPs and knowledge base articles.
• Excellent communication skills and customer-oriented mindset able to work effectively with both technical and non-technical stakeholders.
• Experience in 24×7 or shift-based operations, preferably in IoT, logistics, or industrial environments, is an advantage.