Technical Support

Job Title: Technical Support & Installation Technician - Vehicle Tracking.

Department: Operations / Technical Services

Reports To: General Manager

Location: Gqeberha

Role Overview

The Technical Support & Installation Technician is responsible for the installation, maintenance, troubleshooting, and technical support of vehicle the tracking systems, telematics hardware, and related software platforms. This role involves both field-based hardware installation in vehicles and remote/office-based customer support.

Key Responsibilities

1. Hardware Installation & Configuration
- Install vehicle tracking units, sensors, cameras, panic buttons, fuel probes, and related peripherals in fleet or private vehicles.
- Perform wiring, cable routing, mounting, and power testing according to company and OEM standards.
- Configure devices (e.g. Teltonika, Hikvision, etc.) before deployment, including firmware updates and APN/SIM setup.
- Run diagnostics to confirm device health, power, GPS/GSM signal, and data transmission.
- Perform removals, swaps, and upgrades on existing customer units.

2. Technical Support
- Assist customers with platform login, device status, alerts, and reporting issues.
- Perform remote troubleshooting and device resets via backend tracking platform.
- Escalate unresolved issues to Tier 2 or Engineering when necessary.

3. Field Service & Maintenance
- Conduct call-outs for faulty units, damaged cables, or non-communicating devices.
- Perform periodic maintenance checks and audits on large fleet clients.
- Complete installation and service documentation, including photos, job cards, and customer sign-offs.

4. System & Platform Knowledge
- Use backend platforms to monitor device connectivity and alerts.
- Assist clients in configuring geofencing, driver behavior alerts, and reporting features.
- Ensure SIM cards, APNs, and data connections are active and correctly provisioned.

5. Compliance & Quality Control
- Follow installation SOPs to ensure warranty and legal compliance.
- Adhere to customer safety policies when working onsite.
- Maintain clean and organized tools, spares, and stock records.
- Ensure installations meet insurance, fleet, or regulatory standards (if applicable).

Required Skills & Experience

Technical Skills
- Experience installing vehicle tracking or telematics systems essential. Basic auto-electrical knowledge - 12V/24V wiring, multi-meter use, CAN bus familiarity Ability to crimp, solder, splice, heat-shrink, and work neatly with looms/cabling Experience with at least one tracking hardware brand. Familiarity with mobile networking (SIM, APN, GSM, LTE, GPS signal testing) Ability to use diagnostics tools and configuration software.

Soft Skills
- Strong troubleshooting ability and logical thinking
- Good communication skills and customer handling
- Ability to document work clearly (job cards, photos, CRM updates)
- Self-managed and able to work independently in the field
- Punctuality, reliability, and professional conduct

**Qualifications**:
Minimum Requirements
- Matric / Grade 12
- Valid driver’s license
- 1-3 years experience in tracking & telematics hardware installation.

Preferred/Advantageous
- Auto electrician certification
- Teltonika, Hikvision, or Wialon platform training certificates.
- Basic IT & Networking knowledge.
- Experience working with fleets and logistics customers

KPIs / Performance Measures
- Installation quality (fail rate, rework rate)
- First-time fix rate
- SLA compliance for call-outs and support tickets
- Customer satisfaction (feedback rating)
- Accuracy and completeness of documentation

Working Conditions
- Field work on customer sites, depots, or roadside
- Occasional after-hours or weekend call-outs
- Travel within region, with possible national travel
- Exposure to vehicles, workshop environments, and outdoor conditions

Career Path
- Senior Installation Technician
- Technical Support Specialist (Platform-focused)
- Fleet Solutions Engineer
- Technical Trainer / Product Specialist

Pay: R6 000,00 - R12 000,00 per month

Work Location: In person