Technical Support Specialist, Level 2

soti; Ernakulam; On-site; INR 420,000 - 660,000; Full time

Job summary

SOTI is seeking a motivated IT support specialist to provide Level 2 pre-sales and post-sales technical support for our software products, ensuring high-quality customer service. You will investigate issues reported by customers, coordinate with product teams, create Jira tickets for Level 1 triage, and coach junior staff.

A solid understanding of the OSI model and networking, experience with Windows environments, and excellent English communication are essential; some local and international

Qualifications

• Strong understanding of OSI model and networking principles.
• Experience with Windows environments and related technologies.
• Excellent verbal and written English communication skills.

Responsibilities

• Provide Level 2 pre-sales and post-sales technical support for software products.
• Investigate issues reported by customers and coordinate with internal product teams to resolve issues.
• Plan, prioritize and organize workload to meet service standards and objectives.
• Respond to customer requests in a timely manner while improving customer experience.
• Create/assess Jira Tickets for Level 1 triage and coach Level 1 agents.

Skills

OSI model

Networking

Windows OS

English communication

Troubleshooting

Education

Degree/ Diploma in Computer Networking, IT or CS

Tools

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 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, then this position offers numerous growth opportunities and a long-lasting career with SOTI.

Responsibilities

• Provide telephone and email based pre-sales and post-sales technical support (Level 2) for our software products
• Investigate issues reported by customers, and communicate with internal product development teams to resolve product issues.
• Able to plan, prioritize and organize workload, consistently working within service standards and agreed objectives.
• Endeavor to respond to all customer requests in a timely manner while improving customer experience
• Some travel, local and international may be required in a supporting role for events.
• Create/assess Jira Tickets for Level 1 specialists and help them in triage process
• Coach and assist Level 1 agents to help them in their regular cases and manage their workload

Qualifications

• 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
• Degree or Diploma in Computer Networking, Information Technology, Computer Science or a related technical field
• Outstanding verbal and written communication skills in English