Technical Support Specialist, Level 2

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

Job summary

SOTI is seeking a capable post-sales technical support engineer to assist customers with our software products. You will investigate issues, collaborate with internal teams, and update customers on progress while delivering high-quality service for mobile device management solutions.

Ideal candidates have a degree in CS/IT, strong networking knowledge, and 3+ years of relevant experience. Excellent English communication and teamwork are essential for timely resolutions.

Qualifications

• Degree or Diploma in Computer Networking, IT, CS or related field.
• Solid understanding of the OSI model and networking principles.
• Experience with Windows 8.1, Server 2008/2012 and related tech.
• Knowledge of mobile platforms (Android, iOS, Windows Mobile, Blackberry).
• Minimum 3 years of relevant experience; exceptions for qualified candidates.
• Strong problem solving and English communication skills; team oriented.

Responsibilities

• Provide telephone and email based post-sales technical support for our software products.
• Investigate issues reported by customers and collaborate with internal stakeholders to resolution.
• Update customers on progress regarding outstanding queries.
• Respond to customer requests promptly while improving customer experience.
• Provide superior customer service for our MDM solutions.
• Diagnose and solve application queries; reproduce environments to troubleshoot.

Skills

Networking concepts

OSI model

Windows Server

Mobile platforms

English communication

Team player

Education

Bachelor's degree in Computer Science/IT

Tools

SQL

Virtual servers

Windows OS

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 telephone and email based post-sales technical support for our software products
• Investigate issues reported by customers and work collaboratively with internal stake holders and see through to resolution
• Work proactively to update customers by reporting progress regarding outstanding queries
• Endeavor to respond to all customer requests in a timely manner while improving customer experience
• Provide superior customer service in regards to our MDM solutions.
• Diagnose and solve application queries and answer customer questions
• Use various devices to reproduce customer environments in order to troubleshoot issues further

Qualifications

• Degree or Diploma in Computer Networking, Information Technology, Computer Science or a related technical field
• 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 3 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
• Outstanding verbal and written communication skills in English #LI-VP1

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.