Technical Support Specialist, Level 3

SOTI Inc; Gurgaon; On-site; INR 300,000 - 420,000; Full time

Job summary

SOTI Inc in Gurgaon, India, is seeking a Graduate Technical Support Analyst to join the team and support global clients with post-sales technical incidents related to our enterprise mobility management solutions.

You will work with the technical support team to investigate customer-reported issues, reproduce problems in test environments, and collaborate with internal teams to deliver rapid resolutions while delivering excellent service and building strong relationships.

Qualifications

• Enrolled in a post-secondary program with an accredited university.
• Solid understanding of the OSI model and networking principles.
• Experience with Windows 10, Windows Server 2012 R2/2016 and SQL/virtual servers.
• Knowledge of mobile computing platforms (Android and iOS).

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 see them through to resolution.
• Troubleshoot and diagnose application queries and answer customer questions.
• Use various devices to reproduce customer environments to troubleshoot issues further.
• Respond to customer requests in a timely manner while improving the customer experience.

Skills

Networking concepts

Education

Post-secondary student

Tools

Windows 10

Windows Server 2012 R2/2016

SQL

Virtual servers

Android

iOS

Job description

Overview

SOTI is committed to providing its employees with opportunities to learn, work with the latest technologies and make an impact. We are looking for focused, ambitious graduates or soon-to-be graduates studying computer networking, information technology, computer science or related technical fields 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 to manage the current workload from a variety of global clients who rely on our enterprise mobility management solutions. Our technical support department collaborates across cultures and disciplines to provide efficient solutions that help our customers keep their business functions operating smoothly. This graduate role offers real career development opportunities with SOTI for individuals who apply themselves positively and are eager to learn and grow in the role.

Responsibilities

• Provide telephone and email-based post-sales technical support for our software products.
• Work on ad-hoc projects, initiatives and other duties as assigned.
• Investigate issues reported by customers and collaborate with internal stakeholders to see them through to resolution.
• Provide superior customer service regarding our MDM solutions.
• Diagnose and solve application queries and answer customer questions.
• Use various devices to reproduce customer environments to troubleshoot issues further.
• Respond to customer requests in a timely manner while improving the customer experience.

Qualifications

• Enrolled in a post-secondary program with an accredited university.
• Solid understanding of the OSI model and computer networking principles (firewalls, network protocols, subnetting).
• Experience with Windows 10, Windows Server 2012 R2/2016 and other technologies (e.g., SQL/virtual servers).
• Knowledge of mobile computing platforms (Android and iOS).