Technical Support Specialist, Level 2

SOTI Inc; Ernakulam; On-site; INR 420,000 - 700,000; Full time

Job summary

SOTI Inc invites an experienced technical support professional to join our mobility solutions team in India. You will provide Level 2 telephone and email support and coordinate with product teams to resolve issues, while organizing workload to meet service standards.

The role requires OSI model knowledge, networking principles, Windows Server experience, and excellent English communication. You will mentor Level 1 staff and assist in triage, with occasional travel for events.

Qualifications

• OSI model understanding and networking fundamentals are required.
• Experience with Windows Server and related technologies is essential.
• Excellent verbal and written English communication is mandatory.
• 1–2 years of relevant experience is preferred or open for qualified candidates.
• Ability to plan, prioritize and organize workload to meet service standards.

Responsibilities

• Provide Level 2 telephone and email based pre-sales and post-sales technical support for our software products.
• Investigate issues reported by customers and coordinate with internal product teams to resolve product issues.
• Plan, prioritize and organize workload, consistently working within service standards and agreed objectives.
• Respond to 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.

Skills

OSI model knowledge

Networking principles

English communication

Strong problem solving

Time management

Education

Degree or Diploma in Computer Networking/IT/CS

Tools

Jira

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 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

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 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.