Technical Support Specialist, Level 3
Technical Support Specialist, Level 3
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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.
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 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 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
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
#LI-AS2
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.
Required Experience:
IC
Employment Type
Full-Time
