- Provide advanced technical support for Amjaad Technology’s smart metering and IoT solutions, ensuring timely resolution of complex customer issues.
- Serve as the primary escalation point for technical incidents, troubleshooting hardware, software, and network-related problems for utility management systems.
- Collaborate with product development and engineering teams to identify, document, and resolve recurring technical challenges.
- Deliver remote and onsite support to clients, including utility service providers, real estate developers, and smart city administrators.
- Develop and maintain comprehensive technical documentation, FAQs, and knowledge base articles to empower both customers and internal teams.
- Conduct root cause analysis for critical incidents and implement preventive measures to minimize future disruptions.
- Train and mentor junior technical support staff, fostering a culture of continuous learning and technical excellence.
- Monitor system performance, proactively identifying potential issues and recommending enhancements to improve reliability and efficiency.
- Assist in the deployment and integration of new software releases, patches, and updates for smart metering platforms.
- Communicate effectively with clients, providing clear updates and ensuring high levels of customer satisfaction throughout the support process.
Bachelor’s degree in Computer Science, Information Technology, Electrical Engineering, or a related field.3-5 years of experience in a technical support role, preferably within IoT, utility management, or smart metering environments.Proven expertise in troubleshooting hardware, software, and network issues in complex technical ecosystems.Strong understanding of IoT platforms, smart metering systems, and utility management solutions.Excellent problem-solving skills with the ability to analyze and resolve technical incidents efficiently.Experience supporting enterprise clients and managing escalated technical cases.Outstanding communication skills, both verbal and written, with the ability to explain technical concepts to non-technical stakeholders.Ability to work independently and collaboratively in a fast-paced, customer-focused environment.Willingness to provide onsite support and travel to client locations as required.Familiarity with ITIL processes and best practices is a plus.