Job description summary
Support Engineer
Provide 1st, 2nd, and 3rd line support for clients, troubleshooting IoT-related issues across a variety of smart building systems.
Work with cutting-edge IoT technology, collaborating closely with internal teams to deliver superior service to clients.
Join a fast-paced, growing team that values innovation, continuous learning, and technical excellence.
Key Responsibilities
Provide 1st, 2nd, and 3rd line support for clients, troubleshooting IoT-related issues across a variety of smart building systems.
Respond to customer queries through phone, email, and ticketing systems, ensuring timely and effective resolution of problems.
Escalate complex technical issues to the appropriate teams while maintaining ownership of the issue until resolution.
Analyse and diagnose IoT hardware and software issues, determining root causes and implementing solutions.
Collaborate with internal teams such as engineering and product development to identify improvements and enhance service delivery.
Maintain accurate documentation of support activities, issues, and resolutions.
Keep up-to-date with the latest IoT technologies and best practices to continually improve support services.
Requirements
Proven experience in 1st, 2nd, and 3rd line support, ideally within cloud software such as Azure.
Interest in IoT systems and protocols used in building management (e.g., sensors, control systems, and smart devices).
Excellent troubleshooting skills with the ability to diagnose issues quickly and accurately.
Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
Strong understanding of core network protocols and services (TCP/IP, DNS).
Desirable Technical Certifications: MD-102, MS-700, SC-400, AZ-104, AZ-140, Extreme networks WiFi, FortiGate firewalls.
Microsoft Windows-based networks and servers, including Active Directory, Entra ID (Azure AD), Azure Virtual Desktop, Intune.
Why Join Us?
Be part of a fast-growing and dynamic company that's at the forefront of IoT solutions for building management.
Opportunity to work with the latest technologies in a collaborative and innovative environment.
Competitive salary and benefits package.
A culture of continuous learning and professional development.