Senior Tech Support Specialist – MobiControl & Enterprise Mobility

soti; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

SOTI in Melbourne is seeking an experienced Technical Support Specialist Level 3 to provide expert-level support for the MobiControl enterprise mobility solution, resolve highly complex issues, and mentor junior teammates.

You will work directly with customers and cross-functional teams to implement deployments, optimize configurations, and drive customer satisfaction in a fast-paced, global environment.

Qualifications

• Degree in Computer Networking, IT, CS preferred.
• Significant experience in technical support or enterprise software support.
• Expert-level knowledge of SOTI MobiControl and enterprise mobility management solutions.
• Advanced understanding of mobile operating systems including Android, iOS, Windows CE, and Windows.
• Strong knowledge of networking fundamentals: OSI, TCP/IP, DNS, DHCP, VPNs, certificates, firewalls.
• Excellent analytical and problem-solving skills for highly complex issues.
• Strong verbal and written communication skills with customers and stakeholders.
• Proven ability to manage multiple priorities in a fast-paced environment.
• A proactive, customer-focused approach with a commitment to quality.

Responsibilities

• Provide expert-level technical support for SOTI's MobiControl, resolving highly complex customer issues.
• Act as the highest level of technical escalation for critical incidents, ensuring timely resolution and satisfaction.
• Manage technical escalations for enterprise and premium customers with clear communications.
• Deliver subject matter expertise on implementation, deployment, configuration, and optimisation of SOTI software.
• Perform advanced troubleshooting across mobile devices, OS, networking and enterprise environments.
• Mentor, coach, and provide guidance to Level 1 and Level 2 staff to build team capability.
• Create and maintain detailed technical documentation and knowledge base articles.
• Collaborate with Product Management, Development, QA, and Professional Services to improve the product and verify fixes.
• Assist with rollout of new features through internal training and knowledge sharing.
• Participate in cross-functional projects to improve support processes and customer experience.

Skills

Technical support

Enterprise software

MobiControl

Networking basics

Mobile OS

Analytical skills

Customer communication

Prioritization

Mentoring

Education

BSc in Computer Science

Job description

SOTI in Melbourne is seeking an experienced Technical Support Specialist Level 3 to provide expert-level support for the MobiControl enterprise mobility solution, resolve highly complex issues, and mentor junior teammates.

You will work directly with customers and cross-functional teams to implement deployments, optimize configurations, and drive customer satisfaction in a fast-paced, global environment.