About Us:
Fractional Services is a strategic partner for start-ups and SMEs seeking to amplify their technological capabilities. Specializing in CTO-as-a-Service, Product Development, and Talent Expansion, we equip emerging businesses with the leadership and technical expertise needed to navigate the digital landscape effectively.
Our mission is straightforward: to make top-tier technology leadership and development accessible to smaller enterprises that are keen on scaling efficiently and sustainably. With a focus on practical, impact-driven solutions, we help our clients optimise their technology strategies without the overhead associated with building large in-house tech teams.
At Fractional Services, we value Integrity, Innovation, and Collaboration. These principles guide our approach to every project, ensuring that we not only meet but exceed the expectations of the businesses we serve. Our team of seasoned professionals is dedicated to fostering growth and enabling transformation by providing tailored services that address the unique challenges faced by start-ups and SMEs.
We understand the nuances of tech-driven business environments and offer flexible, scalable solutions that support our clients’ growth trajectories. We are more than a provider; we are a partner committed to your success, helping you leverage technology to gain a competitive edge.
Duration -1 year Contract
Local or PR preferable due to security check requirements
Level 1 Support - Lead Role
Role Summary
The IoT Support L1 Led is responsible for a frontline team in monitoring, troubleshooting, and supporting IoT devices and platforms for enterprise customers, 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 of L1 issues; manage escalation to L2/L3 and engineering where needed.
- Monitor device and platform health dashboards, alerts, and logs; 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, and knowledge 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 operations teams on recurring issues, root-cause analysis, and platform enhancement requests.
- Coordinate support coverage and shift schedules; ensure proper 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, or related field.
- 4–7 years (Supervisor) or 6–10 years (Manager) in technical/support roles, with at least 1–3 years leading a support or NOC team.
- Hands-on experience with IoT/telematics/industrial devices, 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.
