The primary purpose of this role is to ensure the effective deployment, maintenance, and support of fleet management hardware and software solutions while ensuring timely and accurate task execution.

The Technical Support Specialist will be responsible for resolving software and hardware issues for a diverse range of customers. This role requires a unique blend of IT troubleshooting, data analysis, and basic electrical knowledge to support our telematics devices and software platform. The ideal candidate thrives in a fast-paced environment, works exceptionally well with minimal supervision, and approaches

challenges with a proactive, yes attitude. Role Details – Key Responsibilities and Accountabilities Work Expectations

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.
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.
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.
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).
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.
Strict adherence to company processes, procedures, and ERP workflows
Strong ownership, accountability, and execution focus
Consistent performance in handling repetitive tasks
High accuracy in documentation and system updates
Maintain a professional, solution-oriented attitude at all times

Required Qualifications & Experience

Education: Bachelor's degree in Computer Engineering, Electronics and Communications Engineering (ECE), Computer Science, Information Technology, or a closely related technical field.
Customer Support Experience: Proven experience handling technical support for a large, diverse client base.
Technical & Electrical Aptitude: Strong foundational knowledge of basic electrical components and the ability to confidently read and interpret schematic diagrams.
Software & Data Proficiency: Advanced proficiency in Microsoft Excel (data filtering, formulas, or pivot tables) and experience working with modern ERP software and ticketing systems.
Programming Foundations: Basic knowledge of programming concepts or scripting languages to help troubleshoot software integration issues.
Autonomy: Proven ability to work under pressure, manage high-stress situations, and operate successfully with minimal supervision.

Key Skills & Core Competencies

Analytical Mindset: Strong logical reasoning to trace hardware failures or software bugs back to their root cause.
Excellent Communication: Clear, professional verbal and written communication skills to explain complex technical concepts to non-technical users.
Initiative & Yes Attitude: A positive, solutions-oriented mindset with a strong drive to learn new technologies rapidly and independently.
Operational Efficiency: Fast typing speed and the ability to multitask effectively without compromising accuracy.

Additional Requirements

Availability for after-hours, weekend, and emergency support (compensated with time off)

Job Category: Technical Support Engineer

Job Type: Full Time

Job Location: UAE