Key Responsibilities
Monitoring & Incident Management
- Monitor IoT platforms, dashboards, and alerts to ensure device and system uptime.
- Detect abnormal behaviour (offline devices, data gaps, battery alerts, gateway failures).
- Perform first-level diagnostics and determine root cause (device, network, power, platform).
- Log, track, and manage incidents through to closure.
Technical Support
- Provide Level 1 / Level 2 support for IoT hardware, connectivity, and platform issues.
- Troubleshoot remotely or onsite via dashboards, logs, and configuration tools.
- Apply standard fixes (device reset, configuration update, firmware checks).
- Escalate complex issues to engineering or vendors with proper diagnostics and evidence.
Documentation & Reporting
- Maintain accurate support tickets, incident reports, and service records.
- Track recurring issues and highlight systemic problems.
- Produce basic operational reports (uptime, incidents, response times).
Basic Qualifications
- ITE, Polytechnic IT, Electronics, Electrical Engineering, Computer Engineering, or related field.
- 0-2 years of experience in technical support, IT support, NOC, or IoT operations
