Technical Support Specialist - Level 1

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.Job Title: Technical Support Specialist- Level 1Position Type: PermanentLocation: GurgaonStarting Date: ImmediatelyExperience: 3-5 YearsWho We AreAt SOTI, we are committed to delivering best in class mobile and IoT device management solutions. We are looking for out of the box thinkers that appreciate the art of creating great software.To us, being visionary is more important than doing things the way they ve always been done.What We re Looking ForOur people are our most important resource. As a Technical Support Specialist, you must have a great passion for modern technology, and you are driven by your energy to identify and resolve complex problems, while providing excellent customer service. If you are eager to prove your understanding of computer networking principles, your strong problem-solving abilities in a fast paced environment, and you are willing to learn and grow, then this position offers numerous growth opportunities and a long-lasting career with SOTI.What s in it for you The People - From our humble origins in our founder s basement, to our industry leading position today, SOTI has worked hard to foster a company culture that we can all believe in. A culture that emphasizes personal growth, continuous innovation and fun.The Growth - Our environment fosters new ideas, fresh perspectives, and the ability to take them over the goal line. SOTI is a fast-paced environment with a global reach that encourages you to make your mark and be part of something big!The Technology - You ll get the chance to work with leading edge technologies and take on complex and interesting projects, as part of highly collaborative and agile teams. You will work alongside SOTI s partners which include leading tech giants that will keep you on the cusp of emerging technologies.What You ll Do

• Provide telephone and email based post-sales technical support for our software products
• Work in 24x7 Shifts to support our customers globally
• Work on ad-hoc projects, initiatives and other duties as assigned
• Investigate issues reported by customers and work collaboratively with internal stakeholders and see through to resolution
• Provide superior customer service regarding our MDM solutions. Diagnose and solve application queries and answer customer questions
• Use various devices to reproduce customer environments to troubleshoot issues further
• Endeavor to respond to all customer requests in a timely manner while improving customer experience

Experience You ll Bring

• Minimum experience of 3-5 years with good exposure in customer handling with different software products.
• Solid understanding of the OSI model and computer networking principles (Firewalls, Network Protocols, Subnetting)
• Previous knowledge with Windows 10, Windows Server 2012 R2/2016 and other technologies (i.e. SQL/Virtual servers)
• Knowledge of mobile computing platforms (Android, iOS, and Windows)
• Knowledge of Wireless Networking, Active Sync, Certificate Services, LDAP Services, Network Access Control is essential
• Knowledge of AD/LDAP and exchange/Domino environments and how to integrate these infrastructure elements with MDM.
• Knowledge of Monitoring, Server backup and networking tools and best practices
• Hands on Experience in configuring High Availability, Load Balancing for Mobile Infrastructure
• Hands-on of LAN, WAN, NAT and DMZ, and related services like DNS, DHCP.
• Hands-on of 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 of collecting and reading wire-shark logs.
• Understanding of at least one enterprise-level mobile device management application such as Enterprise Mobility Suite (EMS) / XenMobile/ Mobile Iron/AirWatch/SOTI is preferred.
• Extensive knowledge of Various IP classes and difference between Public and Private IP.
• Overview of MDM technology.
• Understanding of system files like Hosts, Windows Registry.
• Understanding of Well-known ports and Custom ports.
• Understanding of Digital certificates like SSL/TLS/Cipher Suite, Wild card certificates.

Soft Skills and Communication

• Previous experience supporting English Speaking Customers in EMEA, NA or Australia.
• Good communication, documentation, and soft skills.
• Strong problem-solving abilities, strong team player (i.e. flexible, hard-working, fast-learner, self-motivated, results oriented)
• Able to plan, prioritize and organize workload, 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.

Key traits we re looking for:

• Passionate
• Hunger to learn and develop
• Team player
• Creativity
• Work hard play harder
• Confident communication skills

About SOTISOTI is the worlds most trusted provider of mobile and IoT management solutions, with more than 17,000 enterprise customers and millions of devices managed worldwide. SOTIs innovative portfolio of solutions and services provide the tools organizations need to truly mobilize their operations and optimize their mobility investments. SOTI extends secure mobility management to provide a total, flexible solution for comprehensive management and security of all mobile devices and connected peripherals deployed in an organization.At SOTI, we celebrate the uniqueness of our global teams and are proud to be an equal opportunity workplace. We are curious problem solvers who are committed to bringing the best mobile and IoT management solutions to market. We offer careers with #EndlessPossibilities.What are you waiting for Apply today: https://www.soti.net/careersIf 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 agencies. In 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. ,

Keyskills :
global teamstroubleshootingmaildispatchwindows 10load balancingtechnical supportnetwork access controlcomputer hardwareaccess controlwindows serverosi modelmobile device management