Technical Support Specialist, Level 3

SOTI; Ernakulam; On-site; INR 500,000 - 800,000; Full time

Job summary

SOTI is looking for a Graduate Technical Support Analyst in India (Kerala). You will join the technical support team managing the workload from global clients who rely on enterprise mobility management solutions.

This role offers a path to grow technical knowledge and communication skills within a collaborative, fast-paced environment. You will provide post-sales technical support via phone and email, handle 24x7 shifts, troubleshoot issues, and coordinate with internal teams to resolve problems

Qualifications

• 4-7 years of experience with good exposure in customer handling different software products.
• Knowledge of Windows 10, Windows Server 2012 R2/2016 and SQL/Virtual servers.

Responsibilities

• Provide telephone and email based post-sales technical support for our software products
• Work in 24x7 Shifts to support our customers globally
• Investigate issues reported by customers and work collaboratively with internal stakeholders and see through to resolution
• Engage your leads as and when required
• Use various devices to reproduce customer environments to troubleshoot issues further
• Endeavor to respond to all customer requests in a timely manner while improving customer experience

Skills

Customer handling

English communication

Problem solving

Team player

Fast learner

Tools

Windows 10

Windows Server 2012 R2/2016

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.

At SOTI, our people are our most important resource. We’re looking for focused ambitious graduates or soon to be graduates studying a computer networking, information technology, computer science or related technical field to join the team as a Graduate Technical Support Analyst (within academia or home-based study).

In this role, you will work with the technical support team managing the current workload from a variety of global clients who we help supervise their enterprise mobility management. Within our technical support department, we have a mixture of cultures and technical professionals who work collaboratively to ensure we provide efficient solutions for our customers to guarantee their business functions operate smoothly.

If you are eager to demonstrate your understanding of computer networking principles, problem-solving abilities in a fast-paced environment and you’re willing to learn it’s a great fit for you. This graduate role offers real career development opportunities where you can have a long-lasting career with SOTI, provided you apply yourself in a positive way.

This is an exciting opportunity to take part in stimulating projects where you will continue to learn and develop technical knowledge but also expand communication and soft skills.

What You’ll Do:

• Provide telephone and email based post-sales technical support for our software products
• Work in 24x7 Shifts to support our customers globally
• Investigate issues reported by customers and work collaboratively with internal stakeholders and see through to resolution
• Engage your leads as and when required
• Use various devices to reproduce customer environments to troubleshoot issues further
• Endeavor to respond to all customer requests in a timely manner while improving customer experience

Technical Qualifications:

• Minimum experience of 4-7 years with good exposure in customer handling different software products.
• Previous knowledge of Windows 10, Windows Server 2012 R2/2016, and other technologies (i.e. SQL/Virtual servers)

MDM topics (Mandate)

• MDM Architecture
• Android 0 touch enrollment & its Working
• Apple 0 touch enrollment & its Working
• What is Samsung Knox
• What is Stage Programmer
• VPP (Volume purchase program)
• ABM (apple business manager)
• Auto Pilot
• Supervised device.
• How to make iOS device supervised.
• Usage of apple configurator.
• Steps to collect ADB logs from the devices.

Non-MDM Topics

• 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
• In depth Knowledge of AD/LDAP and exchange environments.
• In depth Knowledge of Monitoring, Server backup and networking tools, and best practices
• Hands-on with basic tools to check network performance.
• Hands-on server experience in creating/modifying/deleting users.
• Hands-on understanding of commands like TELNET, NETSTAT, NSLOOKUP, PING, TRACERT, etc. which helps to perform basic network troubleshooting.
• Hand-on collecting and reading wire-shark logs.
• Extensive knowledge of Various IP classes and the difference between Public and Private IP.
• Understanding of system files like Hosts, and Windows Registry.
• Understanding of Well-known ports and Custom ports.
• Understanding of Digital certificates like SSL/TLS/Cipher Suite, Wild card certificate

Soft Skills And Communication

• Previous experience supporting English Speaking Customers in EMEA, NA or Australia.
• Good communication, documentation, and soft skills.
• 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
• Ability to communicate technical issues clearly in person, on the telephone and in written documents.
• Strong customer focus and ability to manage client expectations.