Technical Support Specialist, Level 2

SOTI; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

SOTI is seeking a skilled post-sales technical support professional in Gurugram to troubleshoot and resolve customer issues on our software products. The role requires networking knowledge, OSI model understanding, and hands-on experience with Windows Server environments and SQL databases.

Candidates should have at least 3 years of relevant experience, strong problem solving abilities, and excellent English communication skills to provide top-tier customer service across mobile device management

Qualifications

• Degree or Diploma in Computer Networking, IT or CS.
• Solid understanding of the OSI model and networking principles.
• Experience with Windows 8.1, Windows Server 2008/2012 and SQL/virtual servers.
• Knowledge of mobile platforms (Android, iOS, Windows Mobile, Blackberry).
• Minimum 3 years of relevant experience.
• Strong problem solving abilities and team orientation.
• Excellent verbal and written communication in English.

Responsibilities

• Provide telephone and email based post-sales technical support for our software products.
• Investigate issues reported by customers and work with internal stakeholders to resolution.
• Update customers on progress regarding outstanding queries.
• Respond to customer requests in a timely manner while improving customer experience.
• Provide superior customer service for our MDM solutions; diagnose and answer questions.
• Reproduce customer environments with various devices to troubleshoot issues.

Skills

Networking fundamentals

OSI model

English communication

Problem solving

Team collaboration

Security basics

Education

Degree or Diploma in Computer Networking/IT/CS

Tools

Windows Server 2008/2012

SQL

Virtual servers

Android

iOS

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