Technical Support Specialist, Level 3

Overview

Provide Level 3 technical support for SOTI software products, helping global customers troubleshoot and resolve enterprise mobility management issues.

What you'll do

• Provide telephone- and email-based post-sales technical support for software products.
• Work in 24x7 shifts to support customers globally.
• Investigate issues reported by customers, collaborate with internal stakeholders, and see issues through to resolution.
• Engage leads as and when required.
• Use various devices to reproduce customer environments and troubleshoot issues further.
• Respond to customer requests in a timely manner while improving customer experience.

What you'll need

• Minimum experience of 4-7 years with good exposure in customer handling different software products.
• Previous knowledge of Windows 10, Windows Server 2012 R2/2016, and other technologies such as SQL and virtual servers.
• Knowledge of MDM topics, including MDM architecture; Android zero-touch enrollment and its working; Apple zero-touch enrollment and its working; Samsung Knox; Stage Programmer; VPP (Volume Purchase Program); ABM (Apple Business Manager); Auto Pilot; supervised devices; making iOS devices supervised; and using Apple Configurator.
• Knowledge of steps to collect ADB logs from devices.
• In-depth knowledge of wireless networking, including LAN, WAN, switches, routers, load balancers, NAT, bridging, and the DORA process.
• In-depth knowledge of Active Sync, Certificate Services, LDAP Services, DNS, 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, TRACERT, and other commands for basic network troubleshooting.
• Hands-on experience collecting and reading Wireshark logs.
• Extensive knowledge of various 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 Suite, and wildcard certificates.
• Previous experience supporting English-speaking customers in EMEA, NA, or Australia.
• Good communication, documentation, and soft skills.
• Strong problem-solving abilities and a strong team-player approach, 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 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.

Details

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