Escalations Engineer 1
Escalations Engineer 1
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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.
What Youll Do
Responsible for efficient and effective case management while adhering to established standard operating procedures for case documentation customer follow-up troubleshooting research etc.
Drives escalations to resolution collaborates with global peers and other SOTI organizations like Engineering Sales and other Support teams in addressing customer issues and keeps all stakeholders communicated on technical/resolution path
Proactively analyses product defects/bugs/trends serves as the customer champion driving improvement opportunities on behalf of the customer
Validates and qualifies customer issues and business impact which may require collaboration with more senior level team members
Contributes to the SOTI knowledgebase in the form of new or updated technical documents focused on issue resolution or prevention
Qualifications
Strong written and verbal communication skills as well as excellent listening skills
Eager to keep learning about new technologies and developments and be agile with changes to the platform and environment
Seeks appropriate input when making decisions and effectively uses cross-functional relationships to achieve results
Can work with minimal supervision takes the initiative - acting to change the direction of events when it is in the best interest of the business and the customer
High levels of personal accountability strong work ethic and value system professional credibility well established with all stakeholders
Demonstrates a clear commitment towards respect for individuals and is always willing to view a situation from different perspectives to arrive at the best decision
Experience Youll Bring
Degree in Computer Information/Application Systems Enterprise Computing Information Technology or equivalent experience
Windows Active Directory
Certificate Management (PKI infrastructure)
Strong understanding of specific mobile device platforms - any one of the following Mobile platforms (IOS Windows or Android)
Understanding of EMM (Enterprise Mobility Management)
Knowledge of current mobile device trends
Knowledge of Android Enterprise
Understanding of Mail clients SharePoint Proxy Server
MS-SQL scripting
Understanding of client-server architecture
Experience with server configuration a plus: Windows Server 2016 / 2019 / 2022 Web server platforms (IIS)
Exchange 2019/O365 or Google apps for business
The position requires 4 years of IT 2 years of MDM experience and/or a bachelors degree in a related field
SOTI product certification and/or certification from other EMM vendors are also preferred (but not a must)
Note: Should have experience in MDM - mandate
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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 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.
Employment Type
Full-Time
