Technical Support Specialist-3

Overview

Provide post-sales technical support for SOTI software products, with a focus on mobile device management (MDM) installation, configuration, and troubleshooting.

What you'll do

• Provide telephone and email based post-sales technical support for software products.
• Install, configure and manage the MDM tool.
• Configure software distribution, data encryption, and corporate email on mobile devices such as iPhone, iPad, Android, and WIN Mobile.
• Manage, maintain, support, troubleshoot and optimize the mobile solution in place, and make suggestions and adjustments for future needs.
• Participate in cross-functional teams and serve as the liaison for Customer Care.
• Resolve problem/request logs within contracted SLA targets and keep users regularly updated.

What you'll need

• Minimum 2-5 years of experience with good exposure to customer handling across different software products.
• Technical troubleshooting and hands-on experience with iOS and Android devices.
• In-depth knowledge of mobile device troubleshooting methods, both client-side and server-side.
• Good experience troubleshooting Active Directory.
• Hands-on working experience with Exchange and WIN Server.
• Must have worked extensively with external customers.
• Comfortable talking with customers.
• Proven experience working on critical system down issues and escalations.
• Experience troubleshooting DNS, IP Networking, Firewall, SMTP, HTTPS, Load Balancers, ActiveSync, and Email.
• Experience with Microsoft Server Technologies (LDAP, ActiveSync, ISA/TMG).
• Outstanding English written and verbal communication skills.

Nice to have

• Understanding of at least one enterprise-level mobile device management application such as Enterprise Mobility Suite (EMS), XenMobile, Mobile Iron, Airwatch, or SOTI.
• Knowledge of logs debugging (Android ADB and iOS X-Code logs).
• Any MDM certification (Citrix XenMobile, MobileIron, AirWatch, or SOTI).

Details

• Location: Gurgaon, India.