Technical Support Lead

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

Job summary

SOTI in India (Gurugram) is seeking a seasoned Technical Support Engineer to provide expert assistance for our software products. You will work in a 24x7 shift model, troubleshoot customer issues, and coordinate with internal teams to drive timely resolutions.

The ideal candidate has 4-7 years of technical support experience with mandatory MDM exposure, strong communication, and solid knowledge of Windows environments, SQL, and network basics.

Qualifications

• 4-7 years of experience in technical support
• MDM experience mandatory
• Strong communication, documentation and soft skills
• Ability to plan, prioritize and organize workload

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 to resolution
• Engage your leads as needed
• Reproduce customer environments using various devices to troubleshoot
• Respond promptly to customer requests while improving experience

Skills

Technical support

Customer handling

Problem solving

Team player

Communication skills

Tools

Windows 10

Windows Server 2012/2016

SQL/Virtual servers

AD/LDAP

Exchange

Wireshark

Job description

Responsibilities

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

• o Good communication, documentation, and soft skills
• o Linear and logical approach towards the issue
• o Strong problem-solving abilities, strong team player (i.e. flexible, hard-working, fast-learner, self-motivated, results-oriented)
• o Able to plan, prioritize and organize workload, consistently working within service standards and agreed-on objectives
• o Ability to communicate technical issues clearly in person, on the telephone, and in written documents
• o Strong customer focus and ability to manage client expectations
• o 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

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

Non-MDM Topics

• o 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
• o In-depth knowledge of AD/LDAP and Exchange environments
• o In-depth knowledge of monitoring, server backup and networking tools, and best practices
• o Hands-on with basic tools to check network performance
• o Hands-on server experience in creating/modifying/deleting users
• o Hands-on understanding of commands like TELNET, NETSTAT, NSLOOKUP, PING, TRACERT, etc., which help perform basic network troubleshooting
• o Hands-on collecting and reading Wireshark logs
• o Extensive knowledge of various IP classes and the difference between public and private IP
• o Understanding of system files like Hosts and Windows Registry
• o Understanding of well-known ports and custom ports
• o Understanding of digital certificates like SSL/TLS/Cipher Suite, Wildcard certificates