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# Technical Support Specialist - Level 1

- **Company:** Trivedi Advanced Technologies LLC
- **Location:** Northborough, MA, United States
- **Salary:** $33,280.0 - $41,600.0
- **Contract:** Temporary contract
- **Skills:** JIRA, Bluetooth, Desktop Computing, Issue Tracking Systems, Mobile Application Software, Networking Basics, LoRaWaN, Software Engineering, Web Applications, Zoho Office Suite, Wi-Fi Technology, Zendesk, User Accounts
- **Published:** October 29, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=64518c69f0e429f7

## About the Role

* 1+ year of customer-facing technical support, help desk, or IT support experience. Strong candidates who are new to the field are also encouraged to apply.
 * Strong troubleshooting skills and a methodical approach to problems.
 * Clear, friendly, and professional written and verbal communication.
 * Comfort with computers, web applications, and mobile apps.
 * Ability to manage multiple tickets and document work accurately.
 * High school diploma or equivalent required. An associate's degree or technical certification (e.g., CompTIA A+, Network+) is a plus.

Nice to Have

 * Familiarity with wireless/IoT devices (Bluetooth, Wi-Fi, LoRaWAN) or basic networking.
 * Experience with a ticketing system (e.g., Zoho Desk, Zendesk, Freshdesk, Jira).
 * Background in food service, healthcare, or cold-chain operations., * IT support: 1 year (Required)

## Description

As our Level 1 Technical Support Specialist, you'll be the first point of contact for Plumsense customers. You'll resolve common sensor, connectivity, and software issues. When a problem needs deeper work, you'll pass it to our Level 2 and Engineering teams with clear, well-documented details. This role suits someone who enjoys solving problems, communicates clearly, and wants to learn IoT technology.

What You'll Do

 * Respond to customer support requests by phone, email, and ticket within response-time targets.
 * Log, categorize, and prioritize every request in our help desk system.
 * Troubleshoot common issues: sensor setup, gateway connectivity, alert configuration, user accounts, and dashboard navigation.
 * Guide customers through device installation, replacement, and basic configuration.
 * Escalate unresolved or complex issues to Level 2/Engineering with steps to reproduce, screenshots, and device details.
 * Follow up with customers until their issues are fully resolved.
 * Keep support documentation, FAQs, and knowledge-base articles up to date.
 * Identify recurring issues and report trends to help improve our products.