Technical Support Engineer

1. Customer Support & Ticket Management

• Provide technical support to clients
• Act as the primary technical point of contact for a large, diverse client base, ensuring timely and professional resolution of incoming
  requests.
• Manage, prioritize, and update the internal ticketing system from initial contact through to final resolution, meeting established response-time targets.
• Translate complex technical, hardware, or software jargon into clear, easy-to-understand instructions for end-users and clients.

2. Hardware & Electrical Troubleshooting

• Analyze and interpret electrical schematic diagrams to diagnose vehicle wiring, sensor connections, and GPS tracking hardware configurations.
• Troubleshoot basic electrical components and hardware components to identify root causes of device malfunction or signal interference.
• Collaborate with field technicians or client installers to guide them through physical installation, device activation, and hardware alignment remotely.

3. Data Management & Reporting

• Utilize Microsoft Excel extensively to clean, filter, and organize raw telematics data and GPS coordinate logs for diagnostic purposes.
• Build spreadsheet formulas, pivot tables, or custom reports to identify patterns in device failures, data loss, or system inconsistencies.
• Generate clear technical summary reports for management or enterprise clients regarding fleet performance and hardware health.

4. System Integration & ERP Management

• Navigate the internal ERP system to accurately log device inventory, track replacement hardware shipments, and maintain up-to-date client records.
• Ensure all support activities, device configurations, and billing updates are aligned across both the ticketing system and the ERP platform.
• Coordinate with the inventory and logistics teams using system metrics to manage the lifecycle of faulty or returned hardware (RMA processes).

5. Technical Automation & Continuous Improvement

• Apply basic programming logic or scripting concepts to troubleshoot software integrations, API endpoints, or automated data feeds.
• Proactively identify repetitive support issues and draft internal technical notes, Standard Operating Procedures (SOPs), or client-facing troubleshooting guides.
• Take independent initiative to suggest workflow automation steps that improve team response times and ease day-to-day pressure.