Job description
ITRACK, a leading IoT company specializing in Fleet Telematics and Smart City solutions, is currently seeking a Junior Engineer for our Help Desk department. Join our team and contribute to providing exceptional technical support for our cutting-edge solutions in a fast-paced and innovative environment.
Job Overview:
The Help Desk Engineer will be responsible for providing first-level technical support to customers, troubleshooting hardware and software issues, and ensuring the smooth operation of our IoT and telematics solutions. The ideal candidate will work closely with internal teams, vendors, and customers to resolve technical issues efficiently and maintain high levels of customer satisfaction.
Main Responsibilities:
- Provide first-line technical support to customers via phone, email, or ticketing systems
- Diagnose and resolve technical issues related to IoT and telematics solutions, including hardware, software, and connectivity problems
- Escalate unresolved issues to second-line support or specialized teams when necessary
- Document troubleshooting steps, resolutions, and common technical issues for knowledge base updates
- Collaborate with internal teams to ensure timely resolution of customer queries and system issues
- Conduct remote installations, configurations, and updates for customers
- Monitor system performance and proactively identify potential issues
- Train customers on basic troubleshooting techniques and system usage