Technical Support Specialist, Level 3

Job Title:  Technical Support Specialist

Position Type: Permanent
Location:  KOCHI
Starting Date: ASAP

From start-up to industry leader, the SOTI story is truly inspirational. Our Founder and CEO, Carl Rodrigues, is one of the pioneers of Enterprise Mobility Management. From the beginning, Carl has had a vision of growth and innovation. Employees are driven to make an impact, to offer a unique value and most importantly, be part of a winning team.

What We’re Looking For:
At SOTI, our people are our most important resource. We are looking for focused and ambitious engineers from the background of computer networking, information technology, computer science or related technical field to join the team as a Technical Support Specialist.

In this role, you will work with the Technical Support Team managing the current workload from a variety of global clients we help supervise their enterprise mobility management. Within our Technical Support Department, we have a mixture of cultures and technical professionals who work collaboratively to ensure we provide efficient solutions for our customers to guarantee their business functions operate smoothly.

If you are eager to demonstrate your understanding of computer networking principles, problem-solving abilities in a fast-paced environment and you are willing to learn it is a great fit for you. This role offers in depth training & development as well as real career development opportunities. Dependent on your work ethic and how quick you apply yourself you can have a long-lasting for filling career with SOTI, we are at a crucial stage of growth in the business, so the opportunities are endless.

You will be taking part in dynamic stimulating projects with a tailored training plan in place ensuring you continue to learn & develop technical knowledge while also expanding communication and soft skills.

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
• Investigate issues reported by customers and work collaboratively with internal stakeholders and see through to resolution 
• Engage your leads as and when required
• 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 

Technical Qualifications:

• 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 (i.e. SQL/Virtual servers)

MDM topics (Mandate)

• 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 certificate

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.

Who We Are?

SOTI is the world's most trusted provider of enterprise mobility management (EMM) solutions, with over 17,000 enterprise customers and millions of devices managed worldwide. SOTI's portfolio of solutions and services provides the tools organizations need to truly mobilize their operations and optimize their mobility investments. Our award-winning solution, SOTI MobiControl, allows enterprises to enable, optimize and secure their mobile workforce across all platforms to support corporate-liable and Bring Your Own Device (BYOD) policies. 

SOTI works closely with top mobile device manufacturers such as: Samsung, Microsoft, Intermec, Honeywell, RIM, Motorola, Aruba, Bluebird, Panasonic, ZTE, LG, etc. SOTI’s world-class remote technology is second to none & is licensed by top mobile device hardware & software brands.
We are passionate about producing innovative solutions that deliver results and solve real customer needs.

From our humble origins in the 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 tons of fun.

#LI-AS2

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.