Technical Support Specialist, Level 1

Overview

Provide Level 1 technical support for SOTI software products and support customers globally. Investigate and troubleshoot customer issues across software, devices, mobile device management and networking environments through resolution.

What you'll do

• Provide technical support for SOTI’s software products.
• Work in 24x7 shifts to support customers globally.
• Investigate issues reported by customers and work collaboratively with internal stakeholders through resolution.
• Engage your leads as and when required.
• Use various devices to reproduce customer environments and troubleshoot issues further.
• Respond promptly to customer requests while improving customer experience.

What you'll need

• 2-4 years of experience in technical support.
• 2-4 years of experience handling customers for different software products.
• MDM experience is mandatory.
• Previous knowledge of Windows 10 and Windows Server 2012 R2/2016.
• Previous knowledge of other technologies, including SQL and virtual servers.
• Good communication, documentation and soft skills.
• A linear and logical approach toward issues.
• Strong problem-solving abilities.
• Strong team-player skills, including being flexible, hard-working, a fast learner, self-motivated and results-oriented.
• Ability to plan, prioritize and organize workload while consistently working within service standards and agreed-on objectives.
• Ability to communicate technical issues clearly in person, on the telephone and in written documents.
• Strong customer focus and ability to manage client expectations.
• Excellent communication and resourcefulness in providing timely and effective solutions.
• Knowledge of MDM topics, including the definition and concept of MDM, device types that can be enrolled, enrollment types, zero-touch enrollment, ABM (Apple Business Manager), enrollment and deployment processes, BYOD/COPE, MDM architecture, VPP (Volume Purchase Program), APNS (Apple Push Notification Service), WNS (Windows Network Service), compliance, CA and configuration policies.
• In-depth knowledge of wireless networking, Active Sync, Certificate Services, LDAP Services and Network Access Control.
• In-depth knowledge of AD/LDAP and Exchange environments.
• In-depth knowledge of monitoring, server backup and networking tools and best practices.
• Hands-on experience with basic tools to check network performance.
• Hands-on server experience creating, modifying and deleting users.
• Hands-on understanding of TELNET, NETSTAT, NSLOOKUP, PING and TRACERT commands for basic network troubleshooting.
• Hands-on experience collecting and reading Wireshark logs.
• Extensive knowledge of IP classes and the difference between public and private IP.
• Understanding of system files such as Hosts and the Windows Registry.
• Understanding of well-known ports and custom ports.
• Understanding of digital certificates such as SSL/TLS, cipher suites and wildcard certificates.

Details

• Location: Gurgaon, India.
• Work in 24x7 shifts.