• Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing system • Log, categorize, prioritize, and resolve incidents and service requests • Provide remote support for end users across multiple customer environments • Troubleshoot Microsoft Windows 10/11 operating systems • Support Microsoft 365 applications, including Outlook, Teams, Word, Excel, OneDrive, and SharePoint • Manage user accounts, password resets, and access permissions through Active Directory and Microsoft Entra ID • Support VPN connections, remote access, printers, and peripheral devices • Install, configure, and troubleshoot hardware and software • Escalate unresolved incidents to 2nd or 3rd Level Support according to defined procedures • Maintain accurate documentation within the ticketing system • Ensure compliance with agreed Service Level Agreements (SLAs) • Follow ITIL-based incident and request management processes • Contribute to internal knowledge base documentation • Deliver professional and customer-focused support at all times

Role Description As a Technical Support Specialist at CameraMatics, you will be the first point of contact for our customers, guiding them through technical challenges and ensuring their satisfaction. You will play a crucial role in troubleshooting issues, providing timely solutions, and contributing to the overall success of our customers' experience with our products. - Deliver exceptional first-line technical support to customers through phone, email, and other communication channels, ensuring a professional, responsive, and customer-focused experience. - Investigate, diagnose, and resolve technical issues relating to CameraMatics products and services, applying a structured and methodical approach to troubleshooting. - Accurately document customer interactions, technical issues, troubleshooting steps, and resolutions within the ticketing system to maintain high-quality support records and knowledge sharing. - Work closely with cross-functional teams, including Engineering, Product, and Customer Success, to resolve complex technical challenges and ensure timely issue resolution. - Manage issue escalation processes effectively, ensuring unresolved cases are routed to the appropriate teams while maintaining clear communication and ownership through to resolution. - Identify recurring issues, trends, and opportunities for improvement, providing actionable feedback to support product enhancements, operational efficiencies, and an improved customer experience. - Contribute to the development and maintenance of technical documentation, knowledge base articles, troubleshooting guides, and customer training materials to promote self-service and knowledge sharing. - Support a global customer base by participating in a shift-based support rota, demonstrating flexibility and adaptability to work alternative hours as required to meet business and customer needs. - Take ownership of customer issues from initial contact through to resolution, ensuring customers are kept informed and receive timely updates throughout the support journey. - Continuously develop technical knowledge and product expertise, staying up to date with new features, technologies, and industry developments to provide best-in-class customer support. Qualifications - 2+ years of experience in a technical support or customer-facing technical role, ideally within a software or technology environment. - A minimum of 1 year of hands-on Salesforce experience is required. - A strong interest in technology and problem-solving, with a solid understanding of computer systems, networking, and troubleshooting. A degree in Computer Science, Information Technology, or a related field is welcome but not essential. - Experience using diagnostic tools, remote support technologies, and structured troubleshooting approaches to investigate and resolve issues effectively. - Strong written and verbal communication skills, with the ability to explain technical concepts clearly and confidently to both technical and non-technical audiences. - A customer-focused mindset, with a genuine passion for delivering a positive customer experience and helping users find the right solutions. - The ability to work independently while also collaborating effectively with colleagues in a fast-paced and evolving environment. - Strong organisational skills, attention to detail, and the ability to manage multiple priorities while maintaining a high standard of work. Benefits - High-growth global SaaS company - Collaborative team culture, fast moving & focused on quality - Opportunity to grow with a scaling business - Healthcare, Dental, Vision, 401k package. Company Description We’re on a mission to transform how fleets operate, using cutting-edge camera technology, AI, machine learning and telematics to make roads safer and businesses smarter. As an award-winning SaaS company in a high-growth phase, we’re scaling fast and expanding into new markets worldwide. Our technology gives fleet operators real-time visibility, reduces risk, improves efficiency, and helps set new safety standards across the industry.

• Provide Level 1 and Level 2 IT support via Jira Service Management, escalating issues when required • Troubleshoot macOS and Windows hardware, software, network, and user account issues remotely • Set up and configure laptops and devices for new employees using JAMF Pro and Microsoft Intune • Create, update, disable, and manage user accounts in Google Workspace • Support employee onboarding and offboarding by provisioning and removing system access • Maintain accurate IT asset and device inventory records • Install, configure, and troubleshoot business software and applications • Assist with user access management across business platforms including Slack, LastPass, and Employment Hero • Perform routine device updates and patch management using JAMF Pro and Microsoft Intune • Support IT security awareness initiatives, including phishing training campaigns • Create and maintain IT documentation, knowledge base articles, and user guides • Coordinate IT equipment procurement, shipping, and inventory updates • Record support requests, resolutions, and system changes accurately within Jira • Escalate complex technical issues with clear documentation and diagnostics • Ensure new starters have working devices and system access on their first day • Follow IT security policies and report any security concerns promptly • Assist with ad hoc IT projects and continuous improvement initiatives

• Develop, maintain, and advance collections of related projects with a variety of stakeholders across the enterprise to effectively deliver organization capabilities supporting strategic and operational demands. • Accountable for the oversight and governance of a wide variety of IT projects and programs, varying in size and scope from large-scale transformational projects to a program portfolio of related initiatives, ensuring they meet business outcomes. • Demonstrate a deep understanding of business acumen and organizational knowledge between administrative, clinical, human resource, information technology, and quality functions including the interaction and interdependencies of each business unit. • Develop, maintain, and execute large-scale comprehensive projects or integrated program plans, including charters, scope definition, communication plans, roadmaps, resource allocation, timelines, milestones, deliverables, risk registers, and dependency management across the portfolio. • Lead and supervise a team of Project Managers and Project Analysts, providing talent development, coaching, performance evaluations, and overseeing the requisition process from candidate review and selection to new staff onboarding.