Background information about the job or company (e.g., role context, company overview)

Trailmycar Solutions Limited is a premier telematics solutions provider committed to transforming vehicle tracking, fleet management, fuel monitoring, speed limiters, and dash camera technology for businesses and individuals. Operating across diverse regions, our mission is to empower clients with innovative technology and dependable services that boost safe...

Our client who is a leading provider of innovative vehicle tracking and fleet management solutions are looking for an IT Technician to join their dedicated team.

Job Purpose:

To provide day-to-day technical support to internal staff, respond to client technical issues via inbound calls, and ensure the continuous performance and reliability of TMC’s systems, tracking platforms, and IT infrastructure.

Responsibilities or duties

Respond to and manage inbound client calls regarding technical issues with tracking systems.

Log, troubleshoot, and resolve client complaints or escalate to Operations for field intervention.

Monitor client tracking dashboards and flag offline or underperforming devices.

Generate and share technical reports (e.g., trip reports, movement summaries, offline logs) with clients upon request.

Provide IT support to internal staff — resolving hardware, software, and network issues.

Set up user accounts, configure company devices, and manage access to internal systems.

Support system updates, antivirus maintenance, backups, and IT security controls.

Maintain a record of issued IT equipment, licenses, and access credentials.

Coordinate with third-party IT vendors for complex or escalated issues.

Assist in training staff or clients on system use, tracking platforms, and dashboard tools.

Track and document all support tickets and recurring issues for future reference.

Prepare daily and weekly summaries of client support cases, device health status, and action taken.

Qualifications or requirements (e.g., education, skills)

Degree in Information Technology, Computer Science, or related field preferably for JKUAT University.

Experience needed

Minimum of 1- 2 years’ experience in IT support or helpdesk roles

Familiarity with tracking systems, fleet dashboards, or CRM tools is an added advantage

Ability to manage both technical diagnostics and client communication

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Key Competencies:

Technical problem-solving and diagnostic skills

Strong verbal communication for client support

Attention to detail in reporting and documentation

Time management and task prioritization

High integrity, professionalism, and data security awareness

• Respond to and manage inbound client calls regarding technical issues with tracking systems.
• Log, troubleshoot, and resolve client complaints or escalate to Operations for field intervention.
• Monitor client tracking dashboards and flag offline or underperforming devices.
• Generate and share technical reports (e.g., trip reports, movement summaries, offline logs) with clients upon request.
• Provide IT support to internal staff — resolving hardware, software, and network issues.
• Set up user accounts, configure company devices, and manage access to internal systems.
• Support system updates, antivirus maintenance, backups, and IT security controls.
• Maintain a record of issued IT equipment, licenses, and access credentials.
• Coordinate with third-party IT vendors for complex or escalated issues.
• Assist in training staff or clients on system use, tracking platforms, and dashboard tools.
• Track and document all support tickets and recurring issues for future reference.
• Prepare daily and weekly summaries of client support cases, device health status, and action taken.

• Technical problem-solving and diagnostic skills
• Strong verbal communication for client support
• Attention to detail in reporting and documentation
• Time management and task prioritization
• High integrity, professionalism, and data security awareness

• Degree in Information Technology, Computer Science, or related field preferably for JKUAT University.
• Minimum of 1- 2 years’ experience in IT support or helpdesk roles
• Familiarity with tracking systems, fleet dashboards, or CRM tools is an added advantage
• Ability to manage both technical diagnostics and client communication