Technical Support Specialist, Level 1

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.

Job Responsibility:
o    Provide technical support for SOTI’s software products
o    Work in 24x7 Shifts to support our customers globally
o    Investigate issues reported by customers and work collaboratively with internal stakeholders and see through to resolution
o    Engage your leads as and when required 
o    Use various devices to reproduce customer environments to troubleshoot issues further
o    Endeavor to respond to all customer requests promptly while improving customer experience

Communication Skills:

o    Good communication, documentation, and soft skills
o    Linear and logical approach towards the issue
o    Strong problem-solving abilities, strong team player (i.e. flexible, hard-working, fast-learner, self-motivated, results-oriented)
o    Able to plan, prioritize and organize workload, consistently working within service standards and agreed-on objectives
o    Ability to communicate technical issues clearly in person, on the telephone, and in written documents
o    Strong customer focus and ability to manage client expectations
o    Excellent communicator and must show resourcefulness in providing timely and effective solution

Technical Competency:

Minimum experience of 2-4 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

• Definition & Concept
• Type of devices which can be enrolled
• Types of enrollment
• 0 touch enrollment
• ABM (apple business manager)
• Enrollment & Deployment process
• BYOD \ COPE
• MDM Architecture
• 0 touch enrollment - Working
• VPP (Volume purchase program)
• APNS (Apple push notification service)
• WNS (Windows Network Service)
• Compliance + CA + Configuration Policies
   

Non-MDM Topics

• In depth Knowledge of Wireless Networking, Active Sync, Certificate Services, LDAP Services, 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:
2-4 years of experience in technical support (MDM experience is mandate)

#LI-TS1

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