Technical Lead, Technical Support

SOTI; Gurugram District; On-site; INR 700,000 - 1,100,000; Full time

Job summary

SOTI is seeking a seasoned Technical Support Engineer in Gurugram to provide technical support for SOTI's software products and resolve complex customer issues. You will work in 24x7 shifts to support our global customers and collaborate with internal teams to drive resolutions.

You should have 4–7 years of experience in technical support (MDM experience mandatory), strong communication, problem-solving, and the ability to manage workload and customer expectations in a fast-paced environment.

Qualifications

• 4-7 years of experience in technical support (MDM experience is mandatory).
• Excellent communication, documentation, and soft skills.
• Strong problem-solving abilities and a team player.
• Able to plan, prioritize and organize workload within service standards.
• Ability to communicate technical issues clearly in multiple formats.

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

Customer handling

Communication

Problem solving

Team player

Tools

Windows OS

Windows Server

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 does not charge any fees at any stage of the recruitment process. You can verify the authenticity of any SOTI job opportunities by visiting SOTI Careers. SOTI shall not be liable for any fraudulent recruitment activities carried out by unauthorized individuals or organizations.

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 does not charge any fees at any stage of the recruitment process. You can verify the authenticity of any SOTI job opportunities by visiting SOTI Careers.

SOTI shall not be liable for any fraudulent recruitment activities carried out by unauthorized individuals or organizations.