Technical Support Specialist, Level 3

SOTI Inc; Ernakulam; Remote; INR 450,000 - 650,000; Full time

Job summary

SOTI Inc. in India seeks a focused Graduate Technical Support Analyst to join our technical support team. You will provide post-sales support for our software products and help manage workloads from global clients in enterprise mobility management.

You will work in a fast-paced environment, learn networking, AD/LDAP, Windows servers, and MDM topics, while developing communication and problem-solving skills through collaboration with internal teams.

Qualifications

• Fresh graduates or soon-to-be graduates in computer networking, IT, CS or related field.
• Ability to work 24x7 shifts to support global clients.
• Strong problem-solving and communication skills in English.
• Understanding of computer networking basics and enterprise software concepts.

Responsibilities

• Provide telephone and email based post-sales technical support for software products.
• Work in 24x7 shifts to support customers globally.
• Investigate issues and coordinate with internal teams to reach resolution.
• Reproduce customer environments using various devices to troubleshoot.
• Respond to customer requests promptly while improving experience.
• Engage leads as needed and document outcomes.

Skills

Post-sales support

Technical troubleshooting

Customer handling

Networking knowledge

Windows knowledge

MDM concepts

AD/LDAP understanding

LAN/WAN basics

Phone & email communication

Tools

Windows Server

SQL

LDAP/AD

MDM platforms

Wireshark

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
• Endeavour 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. #LI-AS2

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 siti.net.