IT Technician

Trailmycar Solutions Limited is a premier telematics solutions provider focused on transforming vehicle tracking, fleet management, fuel monitoring, speed limiters, and dash camera technology. The company aims to empower businesses and individuals with innovative technology and dependable services to enhance safety and efficiency.

The IT Technician will be responsible for delivering comprehensive technical support to both internal employees and external clients. This includes managing inbound calls for technical issues related to tracking systems, troubleshooting problems, and ensuring the continuous operation and reliability of Trailmycar's systems, tracking platforms, and overall IT infrastructure. The role is crucial for maintaining system performance and client satisfaction.

1. Respond to and manage client calls concerning technical issues with tracking systems.
2. Log, troubleshoot, and resolve client complaints or escalate them to the Operations team for field intervention.
3. Monitor client tracking dashboards to identify and flag offline or underperforming devices.
4. Generate and provide technical reports, such as trip reports, movement summaries, and offline logs, to clients upon request.
5. Offer IT support to internal staff, resolving hardware, software, and network-related problems.
6. Set up user accounts, configure company devices, and manage access to internal systems.
7. Support system updates, antivirus maintenance, data backups, and IT security controls.
8. Maintain accurate records of issued IT equipment, licenses, and access credentials.
9. Coordinate with third-party IT vendors for complex or escalated technical issues.
10. Assist in training staff or clients on system usage, tracking platforms, and dashboard tools.
11. Track and document all support tickets and recurring issues for future reference and analysis.
12. Prepare daily and weekly summaries detailing client support cases, device health status, and actions taken.

1. Hold a Degree in Information Technology, Computer Science, or a related field.
2. Possess a minimum of 1-2 years of experience in IT support or helpdesk roles.
3. Familiarity with tracking systems, fleet dashboards, or CRM tools is an advantage.
4. Demonstrate the ability to manage both technical diagnostics and client communication effectively.
5. Exhibit strong technical problem-solving and diagnostic skills.
6. Possess strong verbal communication abilities for effective client support.
7. Show attention to detail in reporting and documentation.
8. Demonstrate effective time management and task prioritization skills.
9. Maintain high integrity, professionalism, and awareness of data security.