Technical Support Specialist, Level 1

SOTI; Mississauga; Ibrido; CAD 42.000 - 64.000; Tempo pieno

Descrizione del lavoro

SOTI is seeking a Technical Support Specialist, Level 1, in Mississauga, Canada (Hybrid). You will provide post-sales technical support for our software products, investigate issues, and collaborate with internal teams to drive timely resolutions. Strong English communication and problem-solving skills are essential.

The role emphasizes customer service excellence, troubleshooting across Windows platforms, and exposure to mobile device management technologies within a fast-paced, global team.

Competenze

• Degree or Diploma in Computer Networking, Information Technology, Computer Science or related field.
• Solid understanding of OSI model and networking principles.

Mansioni

• Provide telephone and email-based post-sales technical support for our software products.
• Investigate issues reported by customers and work with internal stakeholders to resolve.
• Update customers on progress regarding outstanding queries.
• Respond to customer requests in a timely manner to improve experience.
• Provide superior customer service for MDM solutions; diagnose and answer questions.
• Reproduce customer environments with various devices to troubleshoot.

Conoscenze

Customer service

English communication

Formazione

Degree or Diploma in Computer Networking/IT/CS

Strumenti

Windows OS

Windows Server

SQL

Virtual servers

Descrizione del lavoro

SOTI is committed to providing its employees with endless possibilities; learning new things, working with the latest technologies and making a difference in the world.

Job Title: Technical Support Specialist, Level 1
Location: Mississauga, Canada (Hybrid)

Who We Are:

At SOTI, we are committed to delivering best in class mobile and IoT device management solutions. We are looking for out of the box thinkers that appreciate the art of creating great software.
To us, being visionary is more important than doing things the way they’ve always been done.

What’s in it for you?

The People - From our humble origins in our founder’s basement, to our industry leading position today, SOTI has worked hard to foster a company culture that we can all believe in. A culture that emphasizes personal growth, continuous innovation and fun.
The Growth - Our environment fosters new ideas, fresh perspectives, and the ability to take them over the goal line. SOTI is a fast-paced environment with a global reach that encourages you to make your mark and be part of something big!
The Technology - You’ll get the chance to work with leading edge technologies and take on complex and interesting projects, as part of highly collaborative and agile teams. You will work alongside SOTI’s partners which include leading tech giants that will keep you on the cusp of emerging technologies.

Responsibilities:

• Provide telephone and email-based post-sales technical support for our software products
• Investigate issues reported by customers and work collaboratively with internal stakeholders, and see through to resolution
• Work proactively to update customers by reporting progress regarding outstanding queries
• Endeavour to respond to all customer requests in a timely manner while improving customer experience
• Provide superior customer service in regards to our MDM solutions. Diagnose and solve application queries and answer customer questions
• Use various devices to reproduce customer environments in order to troubleshoot issues further

Qualifications:

• Degree or Diploma in Computer Networking, Information Technology, Computer Science or a related technical field
• Solid understanding of the OSI model and computer networking principles (Firewalls, Network Protocols, Subnetting)
• Previous knowledge with Windows 8.1, Windows Server 2008/2012 and other technologies (ie SQL / Virtual servers)
• Knowledge of mobile computing platforms (Android, iOS, Windows Mobile and Blackberry)
• Minimum 1- 2 years of relevant experience, exceptions for qualified candidates
• Strong problem-solving abilities, Strong team player (i.e. flexible, hard-working, fast-learner, self-motivated, results-oriented)
• Able to plan, prioritize and organize workload, consistently working within service standards and agreed objectives
• Outstanding verbal and written communication skills in English

Use of Artificial Intelligence in Hiring

SOTI uses AI tools to support parts of our recruitment process, such as reviewing resumes, screening qualifications, and creating interview questions. These tools assist our team only - final hiring decisions are made by people, not automation. For privacy-related questions, please contact [e-mail].

We are committed to providing accessible employment practices that are in compliance with the requirements under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation during any stage of the recruitment process, please notify People & Culture at [e-mail].

Please note that SOTI does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Services Agreement with agency/recruiter, SOTI will not consider or agree to payment of any referral compensation or recruiter fee.