Technical Support Specialist, Level 1

Job Responsibility:
o Provide technical support for SOTIs 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)

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