Operations & Support (L2) Specialist

Job Description: Operations & Support (L2)

Role Overview

The Operations & Support (L2) role is responsible for managing day-to-day technical operations while ensuring timely and SLA-compliant support delivery across customer accounts. This position bridges field operations and technical support by overseeing technicians, hardware lifecycle management, and advanced troubleshooting across both hardware and software platforms.

The role requires strong hands-on knowledge of IoT hardware, telematics devices, SIM management, and in-depth understanding of FAMS platforms. The individual will act as the escalation point for L2 support issues and ensure smooth coordination between field teams, L3 technical teams, and account management.

Key Responsibilities
A. Operations Management

• Manage and coordinate on-field technicians and installation schedules
• Oversee device installations, replacements, removals, and maintenance activities
• Ensure quality control of field deployments and service standards
• Manage SIM inventory, allocation, activation, and deactivation
• Handle hardware procurement planning and stock management
• Maintain accurate inventory records (devices, accessories, SIMs, etc.)
• Perform hardware configuration and pre-deployment setup
• Ensure proper documentation of installations and asset tagging
• Manage customer account creation, device mapping, and configuration in FAMS platforms

B. Technical Support (L2)

• Ensure SLA compliance for all assigned support tickets
• Monitor and manage ticket queues (L1, L2, L3)
• Perform advanced troubleshooting for hardware and software-related issues
• Analyze recurring technical problems and propose corrective actions
• Assign and prioritize tickets based on severity and business impact
• Route tickets to L3, Account Managers, or other internal stakeholders as required
• Provide technical guidance to L1 support team
• Conduct root cause analysis for escalated incidents
• Ensure proper ticket documentation and resolution notes

Cross-Functional Coordination

• Coordinate with Account Managers on customer-related escalations
• Liaise with Procurement for hardware and SIM requirements
• Work with Technical/L3 teams on complex system issues
• Support finance/admin with asset reconciliation when required

Required Skills & Competencies

• Strong understanding of IoT / telematics hardware and installation processes
• Good knowledge of SIM management and telecom coordination
• Hands-on experience with hardware troubleshooting (GPS devices, sensors, trackers, etc.)
• Strong software troubleshooting capabilities
• Familiarity with SaaS platforms and ticketing systems
• Ability to manage technicians and field teams
• Strong analytical and problem-solving skills
• Excellent organizational and coordination abilities
• Ability to work under SLA-driven environments

Experience & Qualifications

• 3–5 years of experience in technical operations or L2 support role
• Experience in IoT, telematics, fleet management, or SaaS-based platforms preferred
• Diploma or Bachelor’s degree in Engineering, IT, or related field preferred

Pay: Up to AED4,000.00 per month

Application Question(s):

• How many years of experience do you have in L1 support?
• How many years of experience do you have in technical operations?
• Are you currently based in the UAE?

Work Location: In person