Job Responsilities
- Omnichannel Support: Resolve L1/L2 technical tickets via chat, email, and phone, focusing on user access, billing, and platform navigation.
- IoT & Hardware Monitoring: Actively monitor the connectivity and battery health of Smartlocks and Smart Meters. Perform remote resets or troubleshooting for “Offline” devices.
- Kiosk Management: Maintain the uptime of Self-Check-in Kiosks, troubleshooting peripheral failures such as thermal printers, scanners, and touchscreen responsiveness.
- Incident Triage: Identify system-wide outages vs. isolated hardware failures. Escalate verified software bugs to the Laravel/Flutter development team using JIRA.
- Data Integrity: Verify that IoT sensor data (Smart Meters) is correctly syncing through the API to the Vue.js dashboard.
- Emergency Response: Provide immediate workarounds for “Critical” situations, such as guest lockouts or kiosk freezes, during off-hours.
- Shift Documentation: Maintain a detailed “Shift Handover” report to ensure the next team member is aware of any ongoing hardware or network issues.
Qualifications
Technical Requirements
- Experience: 1 – 2+ years in Technical Support, Helpdesk, or Systems Administration (SaaS experience is highly preferred).
- Web Literacy: Proficient in using Browser Developer Tools (F12) to inspect network requests, console errors, and cache issues in Vue.js environments.
- Network Fundamentals: Strong understanding of TCP/IP, DNS, and DHCP. Experience troubleshooting Wi-Fi, Bluetooth, and Gateway/Router connectivity.
- API Knowledge: Basic understanding of RESTful APIs and the ability to interpret HTTP status codes (e.g., distinguishing between a 401 Unauthorized and a 500 Server Error).
- OS Proficiency: Comfortable managing Windows (for Kiosks), Android/iOS (for Flutter app support), and basic Linux commands.
- Shift Resilience: Proven ability to work independently during night shifts and maintain high productivity without direct supervision.
Preferred Skills
- IoT Protocols: Familiarity with Zigbee, Z-Wave, or LoRaWAN communication standards.
- Database Skills: Ability to write basic SQL queries to verify user records or device logs in a MySQL/PostgreSQL database.
- Tools Knowledge: Experience with monitoring tools (Sentry, Datadog, or New Relic) and remote access software (TeamViewer, AnyDesk).
- Language: Fluency in English (written and spoken) is mandatory; additional languages are a plus for global guest support.
- Electronics Knowledge: Basic understanding of DC power, battery cycles, and hardware “Cold Booting” procedures.