Technical Operations Support Specialist
2 days ago
Job Title: Technical Operations Support Specialist
The role of a Technical Operations Support Specialist is vital in ensuring the seamless integration of devices into our analytics and AI platform. This involves troubleshooting issues across our custom platform and infrastructure, implementing smart alerting systems, and maintaining compliance with industry standards.
About the Role:
- Provide technical support via phone, email, and remote access tools to resolve customer queries.
- Configure service desk tools for automated ticketing, routing, resolution logic, and performance dashboards to optimize support operations.
- Analyse support trends to identify recurring issues and collaborate with engineering teams for long-term fixes.
- Implement and maintain monitoring and alerting systems, including automated ticket resolution triggers to streamline support processes.
- Perform regular updates and maintenance of customer-deployed devices and infrastructure to ensure optimal performance.
- Stage, commission, and configure IOT devices and WiFi access points for new and existing deployments to meet customer needs.
- Perform basic switch/router configuration and VLAN setup to establish connectivity at customer sites.
- Coordinate third-party technicians to complete onsite installations on our behalf.
- Track inventory, manage stock levels, and coordinate procurement for hardware rollouts to meet business requirements.
- Troubleshoot Linux systems, network switches, SSH connectivity, and WiFi issues to resolve customer queries efficiently.
- Review and maintain technical documentation, SOPs, and triage processes to ensure accuracy and consistency.
- Translate technical procedures into user-friendly internal/external knowledge base articles and FAQs to facilitate knowledge sharing.
- Structure documentation for reuse in LLM (AI) models and self-resolution workflows to enhance support efficiency.
- Support platform uptime monitoring, infrastructure reporting, and visibility improvements to ensure high-quality support.
- Contribute to tactical project plans, documentation for ISO audits, and cross-functional collaboration to drive business success.
- Maintain clear, professional communication with stakeholders and internal teams to build strong relationships.
Basic Qualifications & Experience:
- 2+ years' experience in a service desk or technical support role with strong customer-facing skills.
- Working knowledge of IT support practices, networking, and service desk operations.
- Proficiency with networking concepts: TCP/IP, VLANs, DNS, DHCP, routing, and switching.
- Experience with Unix/Linux systems, SSH command-line configuration, and basic troubleshooting.
- Hands-on experience staging, installing, or supporting network or IOT devices.
- Familiarity with WiFi network setup and administration.
- Strong written and verbal communication skills; ability to simplify technical language.
- Experience configuring alerting/monitoring tools and service automation workflows.
- Ability to work autonomously as well as within a high-performing technical team.
- Solid understanding of ITIL Incident Management and service improvement practices.
- Strong organisational skills, integrity, and attention to detail.
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