IoT Technical Support Specialist (Hybrid) – Onboarding & Diagnostics

Mobiltex; Newport; Hybrid; GBP 46,000 - 50,000; Full time

Benefits offered by this job

Hybrid working

Private medical care after probation

Enhanced company sick pay

Flexible annual leave

Personal leave days after probation

Eye test and glasses contribution

Annual wellness allowance

Company pension scheme

Job summary

Mobiltex, based in Newport, Wales, is seeking a Technical Support Specialist to onboard clients, train users, and provide hands-on support for IoT hardware and software platforms. The role blends engineering knowledge with customer engagement and will initially be office-based before shifting to a hybrid pattern.

Occasional site visits and ongoing learning opportunities are offered to develop expertise and progression toward senior roles.

Qualifications

• Diploma or degree in Electronics or Electrical Engineering Technology, or an equivalent Higher National Certificate (HNC), Higher National Diploma (HND) or foundation degree
• 1–3 years of experience in a customer-facing technical role, such as support or customer success
• Technical expertise in electronics diagnostics, testing and repair
• Excellent communication skills with the ability to simplify complex technical concepts
• Strong problem-solving and analytical thinking abilities
• Experience with support ticketing systems and remote diagnostic tools
• Knowledge of electrostatic discharge (ESD) and electronics handling procedures
• Willingness to travel occasionally to customer sites
• Right to work in the UK

Responsibilities

• Onboard clients from initial deployment through to operational readiness, setting them up for long-term success
• Deliver structured training for clients, distributors and end users on IoT hardware deployment and setup, software platforms such as CorView and iCPSM, and data interpretation and operational best practices
• Provide technical support across hardware, firmware and software environments
• Act as an escalation point for complex or high-impact issues
• Diagnose problems methodically and identify root causes, workarounds and solutions
• Manage support tickets with a focus on responsiveness, clarity and resolution quality
• Communicate clearly with customers, translating technical issues into understandable terms
• Drive measurable customer satisfaction across every interaction, from first response to confirmed resolution
• Act as a trusted advisor to customers, not just a support function
• Proactively identify opportunities to improve performance, system utilisation and data quality
• Advise customers on best practices for deployment, monitoring and maintenance
• Support key accounts with deeper technical engagement where required
• Perform occasional diagnostics and repair work for complex or escalated cases, as needed
• Collaborate with Product and Bench Technologists on failure analysis and repair quality
• Support product return and repair (RMA) workflows and document technical findings
• Provide structured feedback to Engineering and Product on recurring issues, feature gaps and customer pain points to support continuous improvement of product reliability and usability
• Help drive success and growth for new and long-term customers by sharing information with Sales and partnering with Account Management as customer needs change
• Work closely with Service Administration to ensure smooth coordination of repair workflows
• Grow and improve Mobiltex Education by sharing customer education gaps and learning needs with Trainers and Technical Content Creators
• Develop and maintain technical documentation, including troubleshooting guides, support materials, knowledge base articles and training materials, using standards set by Trainers and Technical Content Creators
• Identify internal and customer-facing process inefficiencies and lead or participate in initiatives to improve support delivery and the customer experience
• Use phones, emails and case ticketing systems to communicate with customers and track resolutions and bug defects internally
• Attend customer sites occasionally for training on new products and on-site diagnosis
• Use AI tools to draft case responses, summarise ticket threads, search the knowledge base and cases for similar issues, and generate first-draft articles for peer review and publishing

Skills

Electronics diagnostics

Remote diagnostic tools

Customer-facing support

Problem-solving

Communication skills

Education

Higher National Certificate/Diploma in Electronics or Electrical Engineering Technology

Tools

Support ticketing systems

Remote diagnostics tools

Job description

Mobiltex, based in Newport, Wales, is seeking a Technical Support Specialist to onboard clients, train users, and provide hands-on support for IoT hardware and software platforms. The role blends engineering knowledge with customer engagement and will initially be office-based before shifting to a hybrid pattern.

Occasional site visits and ongoing learning opportunities are offered to develop expertise and progression toward senior roles.