Technical Lead, Technical Support

SOTI Inc; Gurgaon; On-site; INR 700,000 - 1,000,000; Full time

Job summary

SOTI Inc in Gurgaon is seeking an experienced technical support specialist to handle SOTI's software products, supporting customers globally in a 24x7 environment.

The role requires 4–7 years of experience in technical support with mandatory MDM expertise, strong networking knowledge, and outstanding communication to resolve complex issues and enhance customer satisfaction.

Join a global support team and contribute to ongoing improvements in processes and tools.

Qualifications

• 4–7 years of experience in technical support with a mandatory MDM background.
• Strong communication, documentation, and customer-service focus.
• Ability to troubleshoot complex networking issues in a fast-paced environment.

Responsibilities

• Provide technical support for SOTI's software products.
• Work in 24x7 Shifts to support our customers globally.
• Investigate issues reported by customers and work collaboratively with internal stakeholders and see through to resolution.
• Engage your leads as and when required.
• Use various devices to reproduce customer environments to troubleshoot issues further.
• Endeavor to respond to all customer requests promptly while improving customer experience.

Skills

Technical support

MDM experience

Customer handling

Networking basics

Problem solving

Tools

Windows 10

Windows Server 2012/2016

SQL

Virtual servers

Job description

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.

SOTI’s growth and success is a result of commitment to innovation through entrepreneurial culture and leadership. Employees are driven to make an impact, offer a unique value and most importantly, be part of a winning team.

You are an educated professional at an early stage of your career. You have a great passion for modern technology, and you are driven by your energy to identify and resolve complex problems, while providing excellent customer service.

If you are eager to prove your understanding of computer networking principles, your strong problem solving abilities in a fast paced environment, and you are willing to learn and grow, then this position offers numerous growth opportunities and a long-lasting career with SOTI.

Responsibilities

• Provide technical support for SOTI's software products
• Work in 24x7 Shifts to support our customers globally
• Investigate issues reported by customers and work collaboratively with internal stakeholders and see through to resolution
• Engage your leads as and when required
• Use various devices to reproduce customer environments to troubleshoot issues further
• Endeavor to respond to all customer requests promptly while improving customer experience

Qualifications

• 4-7 years of experience in technical support (MDM experience is mandatory)

Communication Skills:

• Good communication, documentation, and soft skills
• Linear and logical approach towards the issue
• 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-on objectives
• Ability to communicate technical issues clearly in person, on the telephone, and in written documents
• Strong customer focus and ability to manage client expectations
• Excellent communicator and must show resourcefulness in providing timely and effective solutions

Technical Competency:

Minimum experience of 4-7 years with good exposure in customer handling of different software products. Previous knowledge of Windows 10, Windows Server 2012 R2/2016, and other technologies (i.e. SQL/Virtual servers).

MDM Topics

• MDM Architecture
• Android 0 touch enrollment & its working
• Apple 0 touch enrollment & its working
• What is Samsung Knox
• What is Stage Programmer
• VPP (Volume Purchase Program)
• ABM (Apple Business Manager)
• Auto Pilot
• Supervised device
• How to make an iOS device supervised
• Usage of Apple Configurator
• Steps to collect ADB logs from the devices

Non-MDM Topics

• In-depth knowledge of Wireless Networking (LAN, WAN, Switch, Router, Load Balancer, NAT, Bridging, DORA process), Active Sync, Certificate Services, LDAP Services, DNS and Network Access Control is essential
• In-depth knowledge of AD/LDAP and Exchange environments
• In-depth knowledge of monitoring, server backup and networking tools, and best practices
• Hands-on with basic tools to check network performance
• Hands-on server experience in creating/modifying/deleting users
• Hands-on understanding of commands like TELNET, NETSTAT, NSLOOKUP, PING, TRACERT, etc., which help perform basic network troubleshooting
• Hands-on collecting and reading Wireshark logs
• Extensive knowledge of various IP classes and the difference between public and private IP
• Understanding of system files like Hosts and Windows Registry
• Understanding of well-known ports and custom ports
• Understanding of digital certificates like SSL/TLS/Cipher Suite, Wildcard certificates

SOTI is a proven innovator and industry leader for simplifying business mobility solutions by making them smarter, faster and more reliable. With SOTI’s innovative portfolio of solutions, organizations can trust SOTI to elevate and streamline their mobile operations, maximize their ROI and reduce device downtime. Globally, with over 17,000 customers, SOTI has proven itself to be the go-to mobile platform provider to manage, secure and support business-critical devices. With SOTI’s world-class support, enterprises can take mobility to endless possibilities. For more information, visit soti.net.