IOT L1 SUPPORT TECHNICAL

Level 1 Support - Lead Role

Role Summary

The IoT Support L1 Led is responsible for a frontline teamin monitoring, troubleshooting, and

supporting IoT devices and platforms for enterprisecustomers, ensuring high availability, timely incident resolution, and excellent customer experience.

Key Responsibilities

• Lead and mentor an L1 support team handling tickets,calls, and chats for IoT devices, gateways, and platforms.

• Ensure timely triage, troubleshooting, and resolution ofL1 issues; manage escalation to L2/L3 and engineering where needed.

• Monitor device and platform health dashboards, alerts, andlogs; coordinate response to incidents and service degradation.

• Oversee onboarding and configuration of IoT devices(provisioning, connectivity, basic Firmware/config checks) following SOPs.e.g. Biometrics,Scanner, Thumb-Print,Sensor,etc

• Implement and refine support processes, workflows, andknowledge base articles to improve first-contact resolution and response SLAs.

• Track and report key KPIs (ticket volume, SLA adherence,MTTR, FCR, customer satisfaction) and drive continuous improvement initiatives.

• Collaborate with product, engineering, and operationsteams on recurring issues, root-cause analysis, and platform enhancement requests.

• Coordinate support coverage and shift schedules; ensureproper handover and documentation across shifts and regions.

• Contribute to customer onboarding, UAT/go-live support,and periodic service reviews as a technical operations representative.

Requirements

• Diploma or Degree in IT, Computer Science, Engineering, orrelated field.

• 4–7 years (Supervisor) or 6–10 years (Manager) intechnical/support roles, with at least 1–3 years leading a support or NOC team.

• Hands-on experience with IoT/telematics/industrialdevices, sensors, or gateways (connectivity, basic configuration, troubleshooting).

• Good understanding of networking and cloud concepts(TCP/IP, VPN, MQTT/HTTP, REST APIs, dashboards/monitoring tools).

• Familiarity with support tools (ticketing/ITSM,monitoring, remote support) and documenting SOPs and knowledge base articles.

• Strong communication skills and customer-oriented mindset able to work with both technical and non-technical stakeholders.

• Experience in 24×7 or shift-based operations, preferably in IoT, logistics, or industrial environments, is an advantage.