Technical Support Specialist, Level 3

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.

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Job Responsibility

• Provide technical support for SOTI’s 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 promptly while improving customer experience
  
  

Communication Skills

• Good communication, documentation, and soft skills
• Linear and logical approach towards the issue
• 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-on 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
• Excellent communicator and must show resourcefulness in providing timely and effective solution
  
  

Technical Competency

Minimum experience of 4-8 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

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 certificates.

Qualification

B.Tech, BE, BCA (or equivalent) with 4-8 Years of Work Exp in Tech. Support

Shift Timings

24*7

Language

English (Excellent Verbal and Written)

Working days per week

5 Days

If you want to bring your ideas to life, apply at SOTI today.

Please note that SOTI does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Services Agreement with agency/recruiter, SOTI will not consider or agree to payment of any referral compensation or recruiter fee.