IoT Technical Specialist

IotKinect Inc; Victoria; Hybrid; CAD 55,000 - 70,000; Full time

Benefits offered by this job

Dental care

Extended health care

Paid time off

Job summary

IoTKinect Inc. in Victoria, BC is hiring an IoT Technical Specialist for a hybrid, permanent role. You will triage tickets, commission devices, and own the runbook library while mentoring under the Operations & Support Manager.

You will document processes, train staff, and support both customers and partners. A strong background in IoT and networking with clear technical writing is essential for success in this role.

Qualifications

• Hands-on IoT troubleshooting and support experience.
• Strong customer-facing communication and problem solving.
• Ability to write clear, structured runbooks and docs.

Responsibilities

• Triage and resolve support tickets from direct customers and partners.
• Commission IoT sensors and gateways and verify telemetry.
• Own the runbook library and update documentation with technical sign-off.
• Log, categorize and escalate tickets with full context: logs, timestamps, steps to reproduce.
• Provide first-line IT support to IoTKinect staff — accounts, endpoints, software.

Skills

IoT troubleshooting

Customer support

Documentation

Technical writing

Education

Bachelor's degree in IT or related

Tools

Linux

Networking

Cloud platforms

Job description

Victoria, BC – In Office Role (hybrid) | Full-time | 37.5 hrs/week

Term: Permanent

The IoT Technical Specialist is IoTKinect's single point of intake for technical support across direct customers, reseller partners, and internal staff—splitting time between ticket triage/resolution and hands-on device commissioning, while owning the runbook library that scales the support model.

The IoT Technical Specialist is our single front door for technical support for the direct customers who make up most of our business today, for the reseller partners we expect to grow substantially over the next two years, and for IoTKinect staff internally. The days split between the queue and the bench: triaging and resolving tickets one hour, commissioning sensors and gateways for a deployment the next.

This role also owns our support documentation. Runbooks written by developers are pitched at people who already understand the system; runbooks written by the person answering the phone's land at the right level. You will author them, with technical sign-off from the development team — and building that library is how the role grows from resolving known issues to resolving new ones.

You will be trained and mentored directly by the Operations & Support Manager, with a clear path to an intermediate position as your skills and ownership expand.

Job Type and Salary

• Permanent, Full-time
• Salary: $55,000 - $70,000 per year
• Flexible schedule: Monday–Friday (37.5 hours per week)
• Benefits include Dental Care, extended health care, and paid time off

Reports To

• Operations & Support Manager

Growth & Culture

• Mentored directly by the Operations & Support Manager, with a clear path to an intermediate position
• Exposed to production IoT infrastructure from day one, with progressively more ownership over deployments, partner accounts, and technical decisions
• Path runs toward an intermediate technical position with ownership of specific platforms and customer accounts, a growing role enabling reseller partners, and eventually participation in an on-call rotation as the support offering matures

IoTKinect operates a tiered support model, and this role sits at the center of it. Most customers are served directly, which means this role is both the first point of contact and the first line of resolution for most tickets. Where we work through reseller partners, those partners handle Tier 1 with their own end customers, and this role picks up what they escale. Either way, it is the single point of intake for everything that reaches us and the resolver for any issue covered by an existing runbook.

Escalation routes by cause: sensors, gateways, connectivity, accounts, and general IT go to the Operations & Support Manager; issues in our in-house applications go to the software development team; issues in vendor-managed platforms we resell are raised with the vendor by the Operations & Support Manager, not directly by this role.

The routing test is one question: does a runbook exist? If it does, this role resolves the ticket. If it does not, the ticket escalates — and the resolution produces the runbook that keeps the next one from escalating.

Our partner channel is small today and expected to grow significantly over the next 24 months. As it does, the documentation this role produces becomes the basis of what partners use to resolve issues themselves, which is what makes the channel scale.

• Serve as the single point of intake for all inbound support contact — direct customers, reseller partners, and internal staff
• Log and categorize every contact in the ticketing system — including contacts resolved in under five minutes, because unlogged volume cannot be documented or staffed against
• Triage, prioritize, and resolve any issue covered by an existing runbook, whether application or infrastructure related
• Escalate cleanly when no runbook applies, with complete supporting detail: logs, screenshots, account IDs, timestamps, and steps to reproduce
• Route escalations to the correct owner — Operations for sensors, connectivity, accounts, and IT; the development team for in-house applications; the Operations & Support Manager for anything requiring a vendor ticket
• Keep customers and partners updated on status and expected timelines through to closure
• Provide first‑line IT support to IoTKinect staff — accounts, endpoints, software, and day‑to‑day troubleshooting

Documentation & Knowledge Base

• Author runbooks and support articles for recurring issues, with technical review and sign-off from the development team
• Write every playbook for someone who joined last week and has never seen the system — symptom as the caller describes it, questions to ask, checks step by step with screenshots, resolution steps, the escalation trigger, where it escalates to, and what to collect first
• Produce the article as part of closing an escalated ticket, so documentation is a by-product of the work rather than a separate project
• Convert internal runbooks into customer-facing self‑service material and partner Tier 1 material — same content, different cover
• Report recurring issues, ticket volume, and escalation trends so the knowledge base is built against real demand
• Commission IoT sensors — configure, register on the network, validate telemetry, and confirm each unit is reporting correctly before it leaves the building
• Commission GPS and asset tracking devices on our fleet tracking platform
• Configure and stage networking gateways, including gateways acting as IoT edge devices
• Perform firmware updates, factory recoveries, and pre‑deployment testing on devices and gateways
• Label, pack, and prepare commissioned hardware for shipping, keeping inventory records accurate throughout

Connectivity & Fleet Troubleshooting

• Troubleshoot cellular connectivity on IoT SIM deployments — activation, APN configuration, suspended or misprovisioned SIMs, and coverage issues — working with our carrier partners
• Troubleshoot LoRaWAN connectivity — join failures, gateway reachability, and RF coverage at customer sites
• Establish where in the chain a failure sits: whether a device is transmitting and registered on the network, or whether data is arriving on the network but not reaching the dashboard — the latter routes to the software team
• Monitor and triage fleet health alerts — non‑reporting devices, data gaps, battery decline, and degrading signal quality — so failures are caught before customers report them
• Support customers and partners through installation, setup, and configuration of IoT devices and related software
• Attend customer sites occasionally for hands‑on support where remote diagnosis is not sufficient
• Education: Bachelor of Computing Science, or a diploma in Information Technology, Information Systems, Cybersecurity, or related field. The program must be completed — this role requires a conferred degree or diploma
• Solid grounding in networking fundamentals: IP addressing, subnetting, DNS, DHCP, VLANs, and basic firewall concepts
• Working knowledge of IoT and web protocols: SNMP, MQTT, and HTTP — including the difference between GET and POST requests, how to read request and response headers, and how to work with JSON and binary payloads
• Comfortable with Linux in both desktop and headless environments — SSH, the command line, service management, and log reading
• Demonstrated hands‑on experience with IoT or embedded systems: Raspberry Pi, ESP32, Arduino, or similar. Coursework, capstone projects, and personal projects count
• Clear technical writing — this role authors the documentation the rest of the support model depends on, and the ability to explain a procedure to someone with no background is a core requirement rather than a bonus
• Strong customer service instincts — clear written and verbal communication, and patience with non‑technical users
• Disciplined about ticket hygiene: logging everything, categorizing accurately, and escalating with complete detail
• Ability to juggle multiple tickets and priorities without losing your cool, and to take ownership of your work and your mistakes
• A fast learner — you will pick up several new systems quickly, including ticketing, inventory, IoT platforms, and internal tooling
• Microsoft 365 administration — managing users, licenses, security groups, and permissions in the M365 admin center, not just day‑to‑day use of the apps
• Microsoft Visio, or an equivalent tool, for producing network and system diagrams
• Power Automate — experience building simple workflow automations, or the ability to pick it up quickly
• Comfortable with hands‑on hardware work: bench testing, cabling, and packing
• A team player — shared workload, collaborative environment, no room for territorial behavior
• A valid driver’s license, for occasional customer site visits
• CCNA or CompTIA Network+ certification — candidates holding either will be given preference
• Cloud certifications — AWS (Cloud Practitioner, Solutions Architect Associate, SysOps), Microsoft Azure (AZ-900, AZ-104), or Google Cloud (Digital Leader, Associate Cloud Engineer)
• Experience with IoT dashboard platforms — Tago.io, Adafruit IO, AWS IoT, or similar
• Exposure to LoRaWAN, LTE-M, NB-IoT, or other LPWAN technologies
• Exposure to oil and gas, utilities, or industrial environments, and awareness of remote‑site constraints such as intermittent connectivity and long battery‑life requirements
• Awareness of industrial and utility protocols such as Modbus, DNP3, or OPC UA
• Experience with network monitoring tools such as SolarWinds, PRTG, Netdata, or Grafana
• Experience with hypervisors and virtualization: Hyper‑V, Proxmox, or VMware
• Familiarity with cloud platforms and their IoT services — IoT Core, IoT Hub, or equivalent
• Awareness of cybersecurity best practices for IoT devices and networks

Applicants must be legally entitled to work in Canada for the duration of this permanent, full-time position. We will consider Canadian citizens, permanent residents, and candidates holding a valid work permit.

This role is deliberately structured as an entry point into a growing support function. You will be mentored directly by the Operations & Support Manager, exposed to production IoT infrastructure from day one, and given progressively more ownership over deployments, partner accounts, and technical decisions.

The trajectory is built into the work. Early on, most issues will elevate because the documentation does not exist yet. As you build the runbook library, more of what reaches you is yours to resolve — the escalation rate falling is how we measure the role succeeding. From there the path runs toward an intermediate technical position with ownership of specific platforms and customer accounts, a growing role in enabling our reseller partners as that channel expands, and eventually participation in an on‑call rotation as our support offering matures.

We do not expect you to arrive with every skill listed here, but we do expect the willingness and ability to build them on the job. If you are the kind of person who picks up a new language because a problem needs solving, you will do well here.